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Factory Service Representative III

Date:  Jul 5, 2024

Bassendean, WA, AU, 6054

Req ID:  30468
Onsite or Remote:  Onsite Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

Komatsu is sourcing for a Factory Service Representative for our Australia Service area.  Komatsu offers competitive pay, excellent benefits and merit/bonus potential.

Key Job Responsibilities

1. Participate in issue resolution teams to effectively research, document and review Product Issues occurring on P&H Equipment.
2. Contribute to Service and Assembly Manual development, creation of best practices and creation of Assembly Verification Check Sheets.
3. Effectively communicate and liaise between Product Support, Product Engineering, and Joy Global Service Centers to assist in collecting data to validate and successfully launch new products, Product Issue solutions and machine upgrades. Work with Joy Global Regional Service Centers on successful implementation and installation of Product Issue solutions and machine upgrades.
4. Recommend and perform equipment audits and inspections to determine machine condition. Accurately report machine condition, repair/maintenance recommendations, time to repair/service, and recommended upgrades. Facilitate development of maintenance strategies that promote safety, system reliability, and the reduction of unplanned down time.
5. Apply mechanical engineering theory and related electrical practical knowledge to troubleshoot, diagnose, and recommend actions to safely return faulted, damaged, rebuilt, or shutdown equipment to operation.
6. Assume project management of major mandatory field campaigns to minimize impact on P&H Equipment owners while ensuring warranty costs to Joy Global are minimized. This includes effectively working with groups such as Product Engineering, Quality, Planning, Logistics and Joy Global Service Centers.


Associates or Bachelor’s Degree related to Engineering, Technology, or Mining; or equivalent experience in related field.
5+ years of related industry experience. 3+ years of Product Level experience.
Advanced understanding of technical specification, blueprint & schematic reading.
Excellent verbal and written communication skills.
Ability to manage product issue campaigns and product level teams/groups.
Ability to collect and analyze data. Ability to prepare formal reports on findings and supply recommendations.
Ability to prepare formal reports usable by all facets of the organization.
Ability to lead repairs in field with maintenance and repair personnel.
Ability to produce training material and assist in training of Field and Factory Service Representatives.
Ability to produce training material and train customer maintenance personnel.

Additional Information

Predominant Tasks

1.  Use remote monitoring technology to connect to equipment in the field to identify, investigate and solve problems on P&H equipment.
2. Participate in user groups and technical service conferences.
3. Develop recommended practices and requirements to support P&H products.
4. Provide input or draft commissioning procedures, installation guidelines, test procedures, or similar technical documentation for electrical, software, or mechanical systems.
5. Perform root cause analysis.
6. Set up and operate test equipment to evaluate performance of assemblies or systems and record results. Analyze and interpret test information to resolve design-related problems.
7. Perform machine audits and generate reports.
8. Develop machine maintenance strategies.
9. Develop training material on machine audits, maintenance and troubleshooting.
10. Execute mandatory field campaign coordination with Joy Global Service Regions.
11. Assist with Factory Service Representative training classes for FSR levels 1-3. Lead Field Technical Service Representative training classes for TSR levels 3 and Sr. (Loader level II training).
12. Active participant in new product design reviews and product enhancements process.

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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