Global Factory Product Support Manager

Date: Dec 3, 2024

Location:

Lively, ON, CA, P3Y 1K6

Req ID: 31645

Onsite or Remote: Hybrid Position

Komatsu is an indispensable partner to the construction, mining, industrial, and forestry industries that maximizes 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. Our Komatsu, P&H, Joy, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton equipment and services are used to extract fundamental minerals and develop modern infrastructure.

Focusing exclusively on the underground hard rock, underground soft rock, and surface mining sectors, Komatsu Mining designs, manufactures, distributes, and services extensive product lines of highly reliable P&H surface mining equipment and JOY underground mining machinery used to cut, crush, load, and convey coal and industrial minerals worldwide. Komatsu Mining's products and related services are used extensively for mining coal, copper, iron, gold, and other mineral resources, and the company employs people worldwide.

Komatsu Mining Corp. offers rewarding experiences and unique growth opportunities in addition to the following:

Competitive wages
Annual Bonus
Comprehensive benefits package (health & dental, vision coverage, healthcare spending account, and life insurance)
Personal wellness allowance
Company-sponsored registered pension plan (RPP) and matching program.
Paid uniform and personal protective equipment
Paid vacation time
Paid sick time
Company-supplied tools
Trades training opportunities
Training and education support
Employee social engagement activities and benefits
Industry-leading site safety statistics
Sustainable employment
Ability to be a part of an exciting and innovative company developing new state-of-the-art technology and equipment

Please visit our website https://www.komatsu.com/careers/ for more information.

Job Overview

The Global Factory Product Support Manager is responsible to drive service program growth and profitability through the leadership of the product factory technical support teams providing tier 4 technical troubleshooting support and information services globally for field assembly, commissioning, and rebuilds of all underground hard rock product lines. The position will lead their team in the development, implementation and continuous improvement of factory technical support operating standards for hard rock products including service branding/scripting, forms and tools, work processes, safe service support protocols and performance metrics. Operating standards, training, tools will then be implemented with Komatsu global distributor field service teams to enable quality service of hard rock products within their geographic territory of coverage. This position will be based in Sudbury, Ontario, Canada.

Key Job Responsibilities

Manage a team Factory Product Support Specialists, Service and Warranty Administrators to support new machine field implementations, installed product maintenance and rebuild projects and to deploy factory representation globally for tier 4 troubleshooting support.
Develop and maintain metrics and a balanced scorecard to be part of the Service Excellence Operation Standards with respect to new machine builds and rebuilds for underground hard rock equipment.
Ensure safe, efficient, quality technical service support is provided to Komatsu customers by ensuring Komatsu distributors have the technical capabilities and support to service regional customers.
Develop and drive standard ways of working for Komatsu distributors providing technical support service to customers for underground hard rock products and partner with the technical programs team to define technical documentation and training content/ curriculum needs.
Working through factory product support team and regional services teams, ensure health and safety is always the first priority and strive to find safer ways for customers to work with Komatsu products.
Manage technical issue resolution capability, product reliability as an active participant of the Product Reliability Review Board (PRRB), Hard Rock Juhin Committee and the Product Safety Committee (PSC).
Drive product commissioning, maintenance and rebuild service growth and profitability as an active supporter and participant in aftermarket product council, service excellence, opportunity management, and through partnership with global Service Directors of Komatsu distributors.
Define the direction and the development of the field audit program including labor and expense recovery of Factory Technical Support Specialists from Komatsu distributors.
Establish service strategy metrics and reporting initiatives to monitor global service performance.

Qualifications/Requirements

Bachelor's degree or diploma in Engineering or Technical Trades discipline including mechanic or electrician
Minimum of five years leading and coaching a diverse technical team
Minimum 2-3 years developing and executing broad business strategies
Experience driving strong health and safety values across teams
Strong technical background in electrical and/or mechanical/hydraulic technologies
Significant exposure to product assembly and rebuilds, product reliability, issue resolution
Strong knowledge of the mining industry and mining operations
Experience with product costing and service labour modelling
Strong project management skills
Strong business planning and organizational skills, and the ability to prioritize work as needed
Strong oral and written communication skills
Ability to work within a broad matrix organization and travel internationally as required
Ability to work underground
Ability to travel globally with valid passport and driver's license
Legally eligible to work in Canada.

Additional Information

Komatsu is an organization committed to diversity and inclusion in support of growing a global team to achieve our business results and create a better future every day for our globally based employees, customers, partners, and communities. We believe a diverse workforce strongly contributes to our business growth and product innovation.

Komatsu is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, or disability. Accommodations during the recruitment process are available upon request.

While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment.