Job Overview

As part of Komatsu’s North American Customer Solutions team under the Digital Office business unit, the Customer Support Representative will have responsibilities to drive the utilization and customer adoption of jobsite enhancing solutions which complement Komatsu’s core machine products. This position will be focused on promotion, business development and dealer support of Smart Construction solutions and Intelligent Machine Control product with the goal of growing market adoption.

This is a Chicago or Philadelphia based position with moderate travel (up to 15%) for collaboration with end use customers, distribution, key technology partners, and other Komatsu teams. Qualified candidates will be considered for work out of other select Komatsu facilities. The position reports to the Manager, Customer Support.

The Customer Support Representative, Smart Construction will have responsibilities across Komatsu’s North America region. Measurable targets for success include:

• Revenue: organize and drive team activities to assist greater business unit achieving annual revenues of $10M+ for solutions and 50%+ growth YOY.
• Direct reports: manage 8+ team members (including remote/field based) of varying experience/background with an eye to growing/spreading team technical knowledge.
• Market engagement: you and your reports to complete customer visits, dealer visits, and demo/training activities on a regular cadence to directly drive adoption.

Key Job Responsibilities

The Customer Support Representative, 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

Required Skills

• 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 (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.

Preferred Skills

(Can allow for up to 5 preferred skills.  These will be used to help differentiate between candidates in the recruitment process and be used as the basis for growth/development conversations with team members.)

• 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.