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Global Product Support & Reliability Manager

Date:  Jul 11, 2024

Lively, ON, CA, P3Y 1K6

Req ID:  30523
Onsite or Remote:  Onsite 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 solely on mining, 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. Customers receive a superior experience through direct relationships with Komatsu Mining's support people and through its services located close to the mines. Komatsu Mining's products and related services are used extensively for the mining of coal, copper, iron, gold, and other mineral resources, and the company employs people worldwide.


Komatsu Mining Corp. offers rewarding experiences and unique growth opportunities:

  • Competitive wages

  • Comprehensive benefits package (health & dental, vision coverage, healthcare spending account, and life insurance)

  • Personal wellness spending account

  • Company-sponsored registered pension plan (RPP) and matching program.

  • Safety boot voucher

  • Paid vacation

  • Company-supplied tools

  • 4/5 Rating on Glassdoor 

  • Sustainable employment

  • Ability to be a part of an exciting, innovative company developing new state-of-the-art technology and equipment

  • Discussion regarding full compensation package conducted upon initial pre-screen

Please visit our website for more information.

Job Overview

The Global Product Support & Reliability Manager, Hard Rock is responsible for developing and leading the factory aftermarket product support and reliability strategy in order to achieve targeted equipment performance results. This includes leading a team in the development, implementation and maintenance of standardized factory service processes and programs to guide the development of Komatsu distributor field service teams in their service of underground hard rock products at customer sites around the world. The position will also lead a team of reliability engineering professionals in the performance and life cycle maintenance data analysis of hard rock equipment to drive maintenance standards and program development and implementation. This position will be based in Sudbury, Ontario or within 600km of this city with frequent travel to global distribution markets.

Key Job Responsibilities

  • Direct a team of Factory Technical Support Specialists to provide support and information services globally for field assembly, commissioning, and rebuilds of all underground hard rock product lines.
  • Direct a team of Reliability Engineers to establish and maintain product reliability data and analytics in support of maintenance program development and communication to Komatsu sales and service distributors.
  • Ensure quick, efficient, quality technical service support is provided to Komatsu customers by ensuring Komatsu distributors have the technical capabilities and support to service customers.
  • Develop and drive factory technical support operating standards for hard rock products including service branding/scripting, forms and tools, work processes, service support protocols.
  • 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.
  • 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 assembly 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.
  • Support service program growth and profitability through field audit programs, Reliability Centered Maintenance (RCM) programs, rebuild and drifter conversion certification programs and other paid technical services.
  • 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.


  • 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 (Joy Global - Canada) is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. 

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, disability, genetic characteristics, and a conviction for which a pardon has been granted. 

Accommodations during the application process are available upon request.

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

Note to Recruiters: Komatsu and its subsidiaries do not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Komatsu, directly or indirectly, will be considered Komatsu property. Komatsu will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written, and fully executed agency agreement contract for service to submit resumes.

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