Location: 25 Fielding - Hard Rock Canada
Manager: Factory Parts Support Supervisor
Shift: 5x2
Travel Requirements: Up to 15%
Job Overview
Reporting to the Factory Parts Support Supervisor, the Parts Support Representative will act as the primary contact for regional branches and dealers, handling parts and service orders, and general customer service inquiries with professionalism and accountability. As a key member of the aftermarket team, the role will also focus on building long-term customer satisfaction through proactive sales calls and ensuring adequate inventory of parts and support urgent parts orders by coordinating with inventory, production, and supply chain to meet customer needs efficiently.
Key Job Responsibilities
- Correspond verbally, electronically and in writing on a daily basis with defined regional branch and dealer customers to provide a high level of customer service related to the requirements for parts and service orders.
- Work directly with sales team, factory support staff, operations to coordinate opportunities for parts and components order escalation.
- Prepare the required information for inventory corrections and adjustments for specified customers on a daily
- weekly and monthly basis (e.g., warranty returns and credits).
- Work with inventory management and purchasing staff to facilitate effective planning for inventory.
- Regular monitoring and informing regional branches and dealers of daily/weekly or monthly updates about parts issues and critical spares.
- Due to the continuous operating nature of customers, this role requires the person to work additional hours when required, potentially after hours or holidays on-call.
- Understand installed base by customer and potential for parts and service needs.
- Ensure new parts setup is completed in SAP through work with technical publications, document control, production planning and finance.
- Takes ownership of order and service issues and ensures commitments are met as promised.
- Proactively informs regional branches and dealers of any changes to order status, backlog issues, or other relevant matters.
- Creates monthly parts reports as required on backlogs, order status, expediting, etc.
- Monitor OTD status of parts orders and complete follow up actions with manufacturing, vendors, supply chain and warehousing to ensure parts are meeting delivery targets.
- Advises supervisor of concerns and solicits support as needed.
- Create, monitor, and resolve non-conformance shipping disputes in the ERP system.
- Lead on all drop-ship orders.
- Regular contact with dispatch on shipping method changes.
Qualifications/Requirements
- 2 - 5 years’ customer service experience in a fast-paced industrial environment.
- ERP system knowledge and experience, SAP preferred.
- Heavy mobile underground equipment knowledge and experience is an asset.
- Warehousing experience.
- May be required to travel up to 10% of the time for meetings, training, etc.
- High degree of personal accountability and follow-up skills.
- Excellent communication and organizational skills.
- Strong computer proficiency including MS Office programs.
- Ability to work within a virtual, collaborative team environment with minimal supervision, to achieve both individual and team success.
- Above average technical understanding of how Komatsu Mining Hard Rock mining equipment operates with reference to parts requirements.
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Additional Offerings
- Relocation Support
Company Benefits
Komatsu provides an extensive and robust employee package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment.
- Competitive wages
- Annual Bonus
- Comprehensive health and insurance benefits package
- Company-sponsored registered pension plan (RPP) and matching program
- Employee and family assistance programs
- Personal wellness allowance
- Paid uniform and personal protective equipment
- Paid vacation time
- Paid sick time
- Company-supplied tools
- Training and education support
- Employee social engagement activities and benefits
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Diversity & Inclusion Commitment
At Komatsu we come from diverse backgrounds, with unique perspectives, experiences, and contributions. We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. We are authentic, ambitious, and innovative in our pursuit of Diversity & Inclusion. United, we are on a journey towards a sustainable future that creates value together.
If you want to learn more about Komatsu, please visit our website at https://www.komatsu.com/
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Company Information
Komatsu is a world leader in manufacturing construction, mining, forestry, and industrial heavy equipment. Founded in 1921, Komatsu has a long history of quality, reliability, innovation, and excellence. Headquartered in Tokyo, Japan, Komatsu facilities, distributors and dealers are in more than 140 countries and employ more than 60,000 people. Komatsu offers a diverse and challenging work environment, where you can grow your skills and career, and contribute to a sustainable, clean-energy future. If you are looking for a company that values your talent and potential, be a part of something big and join a team that is shaping the world!
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 Komatsu underground hard rock mining equipment, P&H surface mining equipment and JOY underground mining machinery to support the production of valuable minerals for our mining customers worldwide. Komatsu Mining's products and related technologies and services are used extensively for mining copper, silver, iron, gold, coal, salt and other mineral resources.
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EEO Statement
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, disability or genetic characteristics.
As we search for collective healing and true reconciliation, we strive to build respectful relationships with the Indigenous Peoples in Canada. We would like to acknowledge that most of our team members gather, work, and play on the traditional ancestral homelands of Indigenous Peoples and Nations across Canada, each with their own unique history, culture, and traditions.
Accommodations during the recruitment process are available on request.
While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment.
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