Technical Service and Reliability Engineer (Large Track-Type Tractors/Dozers)

Job Overview

This position will be responsible for trouble shooting, problem solving, and working within the quality process to minimize downtime to our North American fleet.  This position will support Komatsu surface mining products but will have a primary focus on large dozers.   The candidate will be play a crucial role, visualizing fleet health and performance in the North American market to initiate continuous improvement activity and drive future product enhancements.

The Service Engineer will partner with the quality organization to conduct root cause analysis, escalate critical issues, and drive resolution via established ETSI/JUHIN processes.  Escalated issues produce factory campaigns after deep fact finding and evaluation efforts that leverage Komatsu Way quality principles. 

Key Job Responsibilities

• Technical Service Requests (TSR) – Review and respond to technical service inquires, supporting distribution and field service through product issue resolution.
• Technical Service Information (TSI) – Review and process documented failures, escalating critical issues to quality assurance and respective manufacturing plants initiating corrective action.
• Proactive analysis of machine data via telematics (remote health monitoring) for early identification of potential issues mitigating risk to population in the field.
• Build and maintain visualization of Total Cost of Ownership (TCO) substantiating operational costs for responsible models.
• Support warranty process, approval, & adjudication as required.
• Support infant care (new product introductions) with an elevated level of product support including chairing periodic meetings with distribution and field support, remote health monitoring, job-site visits, expedited TSI processing & escalation, etc.
• Provide analytical support as required for management level reporting and special projects.
• Utilize strong cross-functional skills to resolve problems using K Way principles.

Qualifications/Requirements

• Bachelors degree in an engineering discipline or an associates degree in heavy equipment or automotive technology.
• Previous experience with track-type dozers and undercarriage is beneficial.
• Strong analytical, quantitative and problem-solving skills.
• Strong computer skills with MS Office (Word, Excel and PowerPoint) and the aptitude to learn other software programs as required.  SAP skills are helpful but not a requirement.
• Ability to read and interpret documents such as policies, claims and standard operating procedures.  Working knowledge of electronic data management.
• Excellent written and verbal communication skills required.  Ability to effectively present information and respond to questions from collaborators internally and at distribution.
• Candidate will be strongly motivated and characterized as a self-starter.
• Must demonstrate ability to simultaneously manage and prioritize tasks to meet deadlines.
• Must have the flexibility to travel in North America approximately 10-30% of the time depending on business needs. International travel is periodically required. 
• Must be able to apply the seven principles of the KOMATSU WAY to their everyday work activities.