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Director of Product Support Operations

Date:  Dec 9, 2022
Location: 

Hatfield, PA, US, 19440

Req ID:  25678
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 TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

The Director of Product Support Operations is responsible for leading and executing the company’s OEM warranty administration processes and inside parts and service sales to support the aftermarket product support operations for the company.

Key Job Responsibilities

  • Manage the Inside Product Support Sales Representatives (IPSSR) and Warranty Administrators to ensure they are achieving targeted goals and objectives.
  • Recruit, train and education team members to ensure they are adhering to policies and procedures and are accountable for their areas of responsibility.
  • Work in conjunction with the Product Support General Managers to ensure the team is meeting internal and external customer expectations.
  • Develop key performance indicators to measure individual and group performance in accordance with the annual business plan.
  • Create and implement process improvements in each department to drive productivity and efficiency while delivering a high level of customer satisfaction.
  • Evaluate department workforce needs and provide recommendations to management to ensure personnel and operating resources are in alignment with the business needs and market conditions.
  • Lead all hiring efforts for open department positions and work with Human Resources to on-board new employees.
  • Take the lead position with OEM's to resolve rejected or short paid warranty claims.
  • Provide feedback to parts and service operations on how to improve work order preparation to meet OEM warranty guidelines to achieve maximum claim reimbursement.
  • Work in conjunction with Product Support Management and OEM partners to develop marketing and sales programs to drive incremental revenue.
  • Ensure that all department personnel are working in a safe work environment and follow all company safety policies and procedures.

Qualifications/Requirements

  • High school diploma or general education degree (GED) required.
  • Associate Degree in diesel technology, heavy equipment, or related industries a plus.
  • Bachelors level degree a plus. 
  • 10+ years’ management experience in construction equipment, diesel engines, power systems, heavy duty truck or automotive service or parts operations.   
  • Strong organizational, leadership and communication skills.
  • Knowledge of OEM warranty processing and administration.
  • Proficient with general computer skills including MS Office and dealer parts and service operating systems.
  • Equivalent experience and education will be considered.

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.


Nearest Major Market: Philadelphia

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