Product Support Manager, North America

Job Overview

The successful candidate will be responsible to facilitate mining distributor and customer success by identifying and driving the resolution of Komatsu mining product issues, managing key relationships at Komatsu factories and distributors, serving as the local proponent for the Technical Service Information (TSI) process, providing technical support for new mining equipment installations, serving as the proponent for the mining product warranty process, and providing product support training to distributors.

Location: Canada and/or the United States. 

Shift: 5x2 remote

Travel: Up to 50% 

Responsibilities

• Diagnose and resolve technical problems on Komatsu’s Electric Wheel Loader mining equipment line.
• Advise on operational and maintenance best practices for surface mining equipment.
• Review and adjudicate warranty claims.
• Prepare reports and presentations on machine performance.
• Coordinate project start-up and manage assembly, commissioning, and delivery of machines.
• Serve as mediator for disputes and execute policy settlements.
• Conduct meetings to manage product acceptance through continuous improvement.
• Compile reports on quality issues for factory engineering review.
• Coordinate field investigations and machine testing.
• Implement factory updates to machines.
• Manage training plans for servicing agent personnel.
• Perform Root Cause Analysis (RCA) investigations.
• Analyze predictive maintenance and machine health data.

Qualifications

• Education: Associate degree or technical training related to the repair and service of heavy equipment.
• Experience: 5 years’ industry experience in the repair and service of heavy equipment.
• Demonstrated success in a project management role.
• Communication Skills: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to resolve problems and present technical information to servicing agent, customers, and Komatsu stakeholders.
• Computer Skills: High-level proficiency with Microsoft Office applications (Outlook, PowerPoint, Word, Excel) and web browsers. Experience with computer-based troubleshooting on heavy equipment (fault code analysis, machine downloads, etc.).