Digital Office - Senior Customer Support Manager

Job Overview

As part of Komatsu’s North American Digital Office and Customer Solutions team, the Sr. Customer Support Manager will have responsibilities in sync with customer adoption of innovative digital solutions which complement Komatsu’s core machine & parts business. This position will be focused on managing a team dedicated to responding to customer support inquiries in their pursuit of extracting value from an expanding Komatsu digital solution portfolio.  This role will be accountable for customer and digital facing customer support across all Digital Office systems with total daily active users approaching 5,000.

The Chicago based position will require limited travel (10% or less) and will see the candidate collaborating with end use customers, dealers, 3rd party contractors, and other Komatsu digital solution responsible teams. This position reports to the Director, Customer Solutions.

Key Job Responsibilities

The Sr. Customer Support Manager, Customer Solutions will have customer (& dealer) support responsibilities across Komatsu’s North America region for a variety of digital solutions as follows:

• Assist new solutions users to grow their capabilities by providing instruction & guidance via remote methods – “to accomplish what you are asking, this is how we recommend using the function”. These new users can be internal, with partners, or at customer organizations. Interactions will be via digital tools such as Zendesk, chat, email, etc. In addition to this interaction, creating self-help material and updating a comprehensive support library will be a key activity: supporting manuals, quick help videos, tips of the month, customer success stories.
• Support users throughout their usage of the solutions as they encounter issues, have questions, or push the design intent boundaries: “I can’t seem to get this to do what I want… Is there a way to do this with that?” We aim for quick response and resolution of any customer impacting issue and see these as opportunities to further improve our offering capabilities/robustness. As such, timely logging of issues and identification of countermeasures via collaboration with others is expected.
• Leverage voice of customer and reported field usage (both positive & negative) to further improve our customer’s success adopting Komatsu digital solutions. This includes organizing, analyzing, and investigating feedback to then improve, create, and deploy new materials to users to avoid future recurrences. You will utilize a variety of methods to share knowledge internally and with partners including various communication apps to digital transfer data.
• Establish a support structure/organization to achieve above stated goals in an optimal fashion with key metrics including SLA’s, satisfaction, efficiency, and quality. Maintain and populate necessary systems, train and develop colleagues accordingly to spread knowledge amongst a growing team.
• Collaborate and communicate extensively with diverse functions across other teams at Komatsu, distribution, and partner solution/development providers. These personnel are spread out globally and represent several different functions/focuses – communicating clearly, consistently, and effectively will be needed for success. Your efforts here will make Komatsu & customers more effective in the near term and further improve ever evolving future offerings into the market.

Qualifications/Requirements

• Demonstrated capability providing technical support for a variety of cloud based SAAS solutions to users of varying skill levels.
• Prior experience effectively utilizing a ticketing system ( such as Zendesk) to provide digital support and track needs to speedily drive solution / system improvements.
• Skilled at working in a global, distributed team that targets both being fast paced and effective in addressing support needs.
• Highly organized and efficient time & people manager ideal, especially relating to optimizing daily activity, end user requests, and discrete projects.
• Ease in relating to your audience, grasping their perspective, and effectively communicating back to them with understanding & efficiency both.
• Strong ability to analyze technical situations/user issues, determine root cause, and identify actions leading to resolution with clear/logical methodology.
• Desire to help others and share knowledge/learnings with both users and colleagues, to maximize the learnings that each support outreach offers.
• Impressive communication capabilities supported by superior presentation and oral skills desired, including solution proficiency (MS Office, various digital platforms).
• University degree (B.S./B.A.) in Engineering/Construction/Mining or other preferred, and/or experience (2+yrs) in construction, quarry, or mining related industries.

Additional Information