Field Technician

The Company

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 Purpose

•    Ensure day-to-day operations of international and domestic RMA’s, including logistics and communication around receiving and dispatching repairs.
•    Ensures that the RMA workshop and Stores are functioning efficiently to deliver repairs on-time and within agreed SLA. 
•    Assists in the definition of internal quality control standards and the maintenance & reliability of the hardware.
•    Interacts with global engineering groups to define, document, analyse, perform, and interpret tests for products.
•    Focus and improve preventive & corrective maintenance of field hardware solutions on a product and customer level.
•    Manage and maintain inventory and field stock.
•    Support Strategic innovation development .
•    Provide support to the customer through reports of all repairs, statistics including but not limited to meantime between failures, unit service records and operating hours.
•    Provide hardware deployment support including but not limited to, hardware quality control, vendors nonconformance issues, warranty claims, continuous improvement, and product design and release support

Travel Requirements

Up to 40% international, 60% domestic

Required Skills

Work Experience   

 •    Associated Diploma in Electronics, Electrical, instrumentation or Trade Tested (Red Seal) Electrician, Millwright or Control and Instrumentation Technician 
•    Sound Computer Skills 
•    5+ years' experience in related field 
•    A strong foundation on processes, improvements tools and problem-solving techniques (e.g. PDCA, DMAIC(Six Sigma), A3, 8DP/PSP, 5 why’s, root cause analysis)
•    Experience with SAP business system for MRP, RMA, Material Management, and ECM functions will be beneficial
•    Experience in installing, configuring and troubleshooting Modular Field Hardware Solutions advantageous

Change Management  

 •    Demonstrated proficiency in applying Change Management and Management of Change methods  

Interpersonal skills and communication

•    Strong written and interpersonal skills, ability to effectively interact with local and global teams  
•    Ability to work with little or no supervision
•    Customer focus, commitment to excellence
•    Results-driven
•    If not native English language regions, advance English proficiency (oral and written)

Job Duties and Responsibilities

•    Works closely with corporate and regional teams, including, but not limited to, global deployment and support, mining services, to identify opportunities on improving customer value and/or supportability efficiency
•    Ensures that the RMA workshop and Stores are functioning efficiently to deliver on-time repairs to ensure customer satisfaction. 
•    Identifies opportunities, develops tools to standardize and improve the quality of RMA support and Hardware Quality Assurance
•    Defines and enforces usage of quality management tools and methods (e.g. Root cause analysis, checklists, 5 whys, etc.)
•    Defines and enforces processes improvements techniques (e.g. Six Sigma, PDCA)
•    Participates in deployment and support of modular product line
•    Writes, updates and reviews technical documentation, including but not limited to, SharePoint, Zendesk support portal, troubleshooting articles, training material, lessons learned
•    Meets our internal and external SLA performance criteria
•    Manage and Maintain Inventory and RMA stock to ensure availability per RMA expectations and historical information.
•    Support Strategic innovation development to ensure continues improvement and support. Including but not limited to Integration of new systems into the Modular testbench, Customer training and knowledge transfer sessions, HW and Comms health dashboard development
•    Support onsite team members with documentation and information gathering to ensure customer satisfaction.
•    Focus on preventive & corrective Maintenance of field hardware thought troubleshooting, diagnostics, and requesting parts to ensure equipment is operational as quickly as possible.
•    Ensure Zendesk Ticketing systems are managed and updated daily /weekly with progress.
•    Provide hardware deployment support including but not limited to, hardware quality control, vendors nonconformance issues, warranty claims, continuous improvement, and product design and release support. 

Product Support – RMA Support
•    Analyzes, produces, updates and questions product specifications 
•    Troubleshoots issues on modular products
•    Proposes workarounds for issues when applicable
•    Creates and/or updates defect logs and follows up on defect life cycle
•    Investigates support defects and takes appropriate corrective actions 
•    Follows CM standard policies and processes

Product Support - Client Service 
•    Responds promptly to client needs
•    Maintains courteous and professional phone demeanour
•    Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders 
•    When unable to solve support issues, takes the initiative to find help without losing ownership of the issue 
•    Does not take irreversible action without proper investigation 
•    Avoids “quick fixes” and creates sustainable solutions 
•    Verifies problems are resolved before closing service requests 
•    Solicits client feedback to improve service 
•    Meets commitments 
•    Makes special efforts to ensure that customers are satisfied 

Desired Skills

General - Organizational Awareness 
•    Demonstrates an understanding of the organization’s functions and responsibilities 
•    Considers the organization’s capabilities, mission, vision, values, strategic goals and objectives in work efforts 
•    Knows the capabilities, capacities and constraints of the organization 
•    Reviews external information and news to learn about political, economic and social issues that might affect the organization 
•    Identifies individuals who have the technical expertise to respond to inquiries on specific topics 
•    Identifies information resources to stay informed of changes occurring in the organization 
•    Keeps current on formal and informal reporting relationships 
•    Adheres to global and regional rules, regulations, procedures and policies 

General - Interpersonal Skills and Team Collaboration 
•    Shows respect for others and maintains good working relationships 
•    Demonstrates genuine concern for others 
•    Works to reduce interpersonal conflicts 
•    Exercises tact and sensitivity when dealing with others 
•    Accurately perceives how others see him/her 
•    Accepts and offers constructive criticism in a positive manner 
•    Considers the needs and feelings of others 
•    Helpful, courteous, and professional with all team members when discussing technical issues with inexperienced team members, providing status updates, and discussing new procedures 
•    Communicates openly with the team before making changes to shared resources and/or live systems 
•    Communicates major or blocking problems in a timely fashion