Performance Assurance Lead

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

Role focuses on deriving customer-centric value from our IntelliMine® Management suites of products that is, increased equipment utilization and availability; improved safety awareness; improved production and ultimately mine at lowest cost per material moved.

Proactively working together with customers on and off site to make sure end-user roles are clearly defined and well supported; end-users are well trained and competent; supporting hardware-software infrastructure is appropriately configured and well maintained; and all key customer stakeholders have visibility to live reports to be able to make proactive decisions.

If you consider yourself someone who can apply technical know-how to create practical solutions in a dynamic and team-oriented environment, this is a great opportunity to work side by side with some of the biggest innovators in the Mining technology industry.

Required Skills

•    BSc Engineering: Degree in Mining; GDE Mining; Industrial Engineer or any engineering degree
•    5-8 years of Mining Experience post Graduate Training Program    
•    Mine Fleet Management
•    Mine Planning & Grade Control
•    Surface Mining experience (preferred)
•    Mining Business Improvement (BI)
•    Product & Domain Knowledge: Strong knowledge of Modular products and Mining Production Operations and Fleet Management Systems. 
•    Excellent interpersonal skills
•    Ability to present and influence key stakeholders
•    Personality attributes, DISC profile    
•    Must meet the sated requirements of the DISC profile for Role

Travel Requirements

Up to 40% Travel

Job Duties and Responsibilities

Operations: Technical Support & Service
•    Active customer engagement and plans to meet improvement objectives, and sustain a positive working relationship
•    Create high level and detailed site visit plans
•    Inspect and action (where appropriate) current Tickets (Customer feedback and Internal follow up)
•    Perform technical troubleshooting and fixes along with assistance to the technicians
•    Create Site visit reports & action items
•    Conduct kick off, update and close off meetings with the customer.
•    Conduct on-site project reviews in line with planned objectives
•    Follow up on activities resulting from site visit reports
•    Generate or create relevant KPI reports in (SQL etc)
•    Gap assessments and define workplans to close Gaps and ensure agreement with Client stakeholders
•    Agree client development roadmaps in-line with client improvement objectives and ensure follow-up of execution.
•    Roll-out initiatives to ensure correct documentation and processes are followed and implemented
•    Capture and report Sales leads generated from PAR cycles & communicate to relevant channels
•    Implement agreed Performance Assurance compliance measures and KPIs
•    Communication and reporting for client w.r.t open issues and system usage compliance, KPIs
•    Maintain and comply to agreed Performance Assurance work programs, cycles and timelines to the minimum expected delivery standard 
•    Actively manage Customer Stakeholders and ensure that the Tactical Teams Communication Plan is continually updated.

Applications observation
•    Work with the Modular Product Users and operators to observe and review usage of the system and define gaps
•    Establish improvement opportunities such as training, assisted operations and advise on system usage and navigation
•    Document & communicate findings to the client
•    Provide recommendations to the client 

Logistics         
•    Communicate with the customer confirming visits
•    Coordinate travel and accommodation requirements 
•    Ensure appropriate approval with the minimum agreed timelines before site visit
•    Ensure minimum risk assessments are conducted and submitted as part of the travel approval process.
•    Coordinate Performance assurance activities at the mine as per planned and agreed scope
•    Organize permissions from the customer to conduct work on site. (including medicals and inductions, and safety protocols and clothing)

Internal Business Process    
•    To implement and maintain the Performance Assurance Process (PAP) (including on-site and business processes)
•    Ensure that all Performance Assurance documents and reports are lodged in time at the appropriate on-site location at all times.
•    Execute initiatives and ensure correct documentation and processes are followed and implemented

Desired Skills

Troubleshooting    
•   Determines when investigative calls to customer are required to solve issues
•   Asks customers appropriate questions to properly scope the problem 
•   Gains an understanding of customers’ needs and how they use the product 
•   Invests necessary time to identify root cause 
•   Requests assistance from more knowledgeable team members when unable to identify root cause or solution

Komatsu MTS Products
•  Configures applications appropriately for site
•  Report product problems to technical via tickets, and ensure their actioning
•  Ensure that the appropriate Performance Assurance guidelines for customer usage of Komatsu MTS products is being supported and adhered to as Performance Assurance Lead.

Technical Services - Client Service
•  Manages difficult or emotional client situations effectively
•  Responds promptly to client needs
•  Maintains courteous and professional demeanor
•  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

Technical Services - Quality of Work
• Maintains work standards
• Produces work that is accurate and complete according to specifications 
• Utilizes available materials and methods to ensure completion of high-quality work within budget
• Completes work that requires few corrections or revisions

Technical Services - Technical and Professional Knowledge
• Keeps up to date on technical information, technology, policies, and procedures, and uses such knowledge effectively  
• Serves as a “resource person” on whom others rely for technical advice 
• Keeps informed of the latest developments in his/her technical area of expertise
 
Technical Services - Problem Solving
• Identifies and anticipates potential problems for timely corrective action  
• Assesses the strengths and weaknesses of solutions and develops effective action plans 
• Recognizes problem situations and utilizes creative problem solving methods to identify solutions to problems 
• Correctly diagnoses a problem and then solves it himself/herself or identifies who can solve it 
• Appropriately prioritizes problems to determine their urgency 
• Works tenaciously to solve problems despite obstacles 
• Develops new or better ways of performing tasks

Technical Services - Planning and Organizing    
• Plans work efficiently to meet short-term goals 
• Prioritizes work to accomplish tasks within given time frames/deadlines 
• Acquires resources needed to complete assignments