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Technical Customer Support Manager,Western Canada

Date:  May 3, 2021


Req ID:  20558
Onsite or Remote:  Partial 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 Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

  • Responsible for monitoring overall performance of heavy construction equipment and meet the needs of Customer / Dealer.
  • Identify problems, coordinate with dealer / customer / Product groups to investigate the cause of failure and establish priority for resolution.
  • Define problem in terms of reported / observed symptoms, research available data, define application and condition encountered, work with dealer and technical team to identify root cause and further information needed for solution.
  • Respond to Dealer / Customer / Product Group / Commercial team regarding product performance.
  • Monitor Distributor performance KPIs, analyze and work for improvement.
  • Conduct Dealer / Customer site visit to provide technical assistance on field problems and follow up for improvement.
  • Conduct product problem management meeting with Dealer / Customer and respective product group.
  • Provide input to product support team for improvement in process and achieve higher service quality.
  • Working with Industry Reps. And Parts team to develop total customer solution that support sales & marketing efforts.

Key Job Responsibilities

DISTRIBUTOR SERVICE OPERATION DEVELOPMENT - Proactively provides solutions to the distributor on continuous improvement opportunities as it relates to the Distributor Service operations.  This may include but is not limited to activities related to distributor facilities, processes, training, etc. that would increase customer satisfaction and confidence with their distributor service experience.  Ensures Mean Time to Repair (MTTR) goals are met without compromising the quality of the Service support provided.
TECHNICAL SUPPORT - Acts as the technical expert for the DB and assists them with navigating technical and relational issues whose counter measures and response (short term and long term) are driven by root cause analysis. Ability to provide counter measures to prevent future failures and to instill customer confidence in the product quality and reliability.  Also acts as the Technical resource for sales activities and provides recommendations and support for specific job application requirements for units quoted/sold in the CSM's territory before and after sale.  Structure support terms for the sale of new machines in the market (delivery terms, up time and operating cost guarantees, etc).  Attend trade shows, conventions, meetings as necessary.
FACTORY CAMPAIGNS & PRODUCT IMPROVEMENTS -  Educate Distributors and Customers of the importance to complete all field campaigns as scheduled, emphasizing their importance of improved machine performance.  Assure field campaign completion through monitoring and follow up of field campaign.
WARRANTY ADMINISTRATION - Ensure KOMATSU's warranty/policy and procedures are followed and provide support as needed.
REPORTING - Responsible for ensuring Service management and DB management are aware of ongoing Service activities for their distributors on a weekly basis.  Will use good discretion on when Service management needs to be notified of escalated Service issues to ensure the required resources are made aware and can address accordingly.  Informs Service Management and other functions of competitor activities and changes in the market place.  Timely and documented communication tools.
POST AND PREDELIVERY OF EQUIPMENT - Coordinate the implementation of any post and pre-delivery updates to the machines with the servicing agent and the customer. Assist DB with machine familiarization when required. 


A minimum of an Associate’s/Trade Degree or equivalent Technical training related to the repair and service of heavy equipment with a minimum of five years (seven years preferred) hands on experience.  Bachelor’s degree Engineering or Business Management preferred.  Basic understanding of field applications engineering a plus.  Must have business acumen.
Must be able to develop an understanding of Komatsu products (specifications, applications, operation, maintenance, structure/function, testing/adjusting, and repair) and be able to continuously develop knowledge to support new products.  Basic knowledge of Utility, Construction and Mobile Mining equipment; hydraulic, engine, powertrain, electrical, undercarriage, failure analysis, and root cause analysis.  
Prior Service management experience is a plus.  Demonstrated ability to be proactive vs. reactive required.  Basic understanding of Distributor business processes, including Service, Parts, Sales, and Administration preferred.
Prior project management experience preferred or demonstrated ability to manage multiple projects to successful completion.
Must be results driven, have excellent organization and follow up skills.
Must have a proven track record that reflects being self-motivated and a self-starter as this position requires the ability to work independently and utilize critical thinking skills to resolve problems and be creative to meet the bests interests of all parties involved.  Must be able to work in a fast paced challenging environment without being reactive and jeopardizing the root cause failure analysis process.  Must have excellent time management skills.  Must be able to be resourceful and successful working out of a home or office environment.
Must demonstrate the ability to establish effective relationships and work with challenging personalities through having good interpersonal skills and communications (both verbal and written) as this position actively interfaces with distributors, customers and Komatsu cross-functional teams.  Must be persistent however tactful and ability to articulate the technical details/facts.  Must be able to influence and provide customer satisfaction for both the distributor and customers.
PC proficiency in MS Office and aptitude to learn other software systems.
Must be able to travel without restrictions (domestic and international) 50% to 75% of the time.  Must be able to have a flexible schedule to ensure the assignments are completed and resolved.
Must have the ability to use judgement administering the Company policies and be able to provide training as needed.

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.

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