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National Accounts Product Support Manager

Date:  Sep 2, 2022
Location: 

Chicago, IL, US, 60631

Req ID:  24696
Onsite or Remote:  Remote 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

The individual will serve as a knowledgeable liaison for the Customer, Dealer, Region, and National Account Manager for Product Support related issues and opportunities.
 

Key communicator and organizer of product problem management, continuous improvement and customer support with the objective of reducing ownership costs through education, awareness and engagement.
 

Scope
 

Supports Key Accounts as assigned by Manager by performing the Key Job Responsibilities listed below.
 

Engages in all aspects of Product Support including but not limited to parts, service, technical, telematics, publications, software, training, trade shows and project management

Key Job Responsibilities

  • Promotes One Komatsu with urgency, empathy, integrity, persistence and passion
  • Communicates with key customer contacts on a regular basis to seek out opportunities to remove any barriers to a strong customer ownership experience
  • Interacts with internal and external personnel to resource technical, product, parts, training, application, regulatory, warranty, goodwill and telematics guidance
  • Develops rapport with dealers and customers alike to reduce frustration in emotional issues such as parts availability, misdiagnosis or product problems
  • Takes a unified “Team Approach” toward problem resolution, initiative creation, training organization and other events whereas National Account Product Support guidance is required
  • Travels to locations as needed to objectively interact with a situation, inspect a condition or failure and enlist dealer/customer/regional personnel expertise and/or information
  • Directs customer inquiries to the personnel best positioned to provide the proper answers or support.  Follows up and follows through to ensure the inquiry was adequately responded, understood and applied
  • Provides feedback to customers on how to decrease unscheduled downtime, reduce operating costs, increase productivity, availability and performance within the guidelines of the OMM
  • Assists customers in getting enrolled in web services, portals, training and other events in which registration is required
  • Seeks out opportunities to encourage Genuine Komatsu parts and dealer services
  • Sets up and facilitates scheduled follow up calls and visits as the customer relationship requires
  • Communicates with clarity in writing, presentations or verbally
  • Maintains reports with consistency, accuracy and timeliness

Qualifications/Requirements

  • Must be able to recognize unsafe acts or conditions and eliminate them
  • Must conduct self in a manner that promotes a positive image of Komatsu America
  • Must be willing to travel as situations arise
  • Must be personable, empathetic and a good listener
  • Must be self-directed, resourceful and self-motivated to ensure optimal usage of time
  • Must have a valid driver’s license and able to possess industry certifications as needed for the industries served
  • Must have reasonable mobility to navigate uneven, soft, muddy ground and climb on and around equipment of various sizes in various postures
  • Must be able to speak to large groups of various backgrounds, education, experience levels and ethnicities
  • College degree or equivalent technical and business background preferred
  • 5 years or more experience in construction/aggregate industry preferred

Additional Information

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.


Nearest Major Market: Chicago

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