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Product Support Lead, Underground Drilling, Bolting and Shaft Products

Date:  Nov 4, 2023

Lively, ON, CA, P3Y 1K6

Req ID:  28309
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 apprenticeship and 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 for more information.

Job Overview

If you are an underground drilling product expert looking to move into a role with global scope and people leadership this role is ideal for you.  Reporting to the Global Product Support & Reliability Manager, the Product Support Lead, Underground Drilling, Bolting & Shaft Products will be based in Sudbury, Ontario and will be responsible for delivering maximum product performance and reliability through consistent product support process deployment for underground jumbos, bolters and shaft sinking equipment.

Key Job Responsibilities

  • Underground Drilling product subject matter expert.
  • Lead, supervise, and deploy Factory Technical Support Specialists to execute selected field campaigns.  This will include formal department budget management and formal personnel performance management.
  • Develops and implements product support processes, procedures, policies and programs for tiered factory technical support to the Komatsu Dealer and Distributor network.
  • Works with product management to understand product functional specifications and ensure product troubleshooting and maintenance are supported in line with the specifications. 
  • Lead new product launch processes and campaigns with technical expertise during product testing, trials and commissioning.  This includes support of field-testing, commissioning, training to ensure proper and safe operation.
  • Manages product issue management & resolution PIM&R, starting with the creation and overall management of product issue projects (PIT).
  • Run the Product Review & Resolution Board (PRRB) meetings related to assigned products, participate in JUHIN Committee and the Product Safety Committee (PSC) as needed. This includes establishing the agenda, leading the meetings, drive issue owners to update on progress, issue minutes and prepare communication back to Komatsu Dealer and Distributor network. Identify needs and develop plans for execution of product issue resolution in the field with participation from engineering as required.
  • Coordinates with internal/external stakeholders to triage issues reported from the field, in collaboration with stakeholders: engineering, manufacturing, quality, suppliers, and product support and reliability.
  • Implements and maintains issue resolution metrics.


  • Diploma in mechanical trade or equivalent is required.   A Mechanical Engineering degree with practical experience troubleshooting or repairing underground drilling products will also be considered.
  • 10+ years of experience in mining is required, preferably in Underground Hard Rock Drilling.
  • Demonstrated equipment troubleshooting and maintenance experience including hands-on technical/field support with ability to read schematics.
  • Technical aptitude and experience with technical analysis, statistical analysis, & risk mitigation is desired.
  • Previous experience coaching, mentoring or directing the work of others directly or project based is required.
  • Project management experience & training desired.
  • Must have excellent verbal, written communication and public speaking skills with an ability to demonstrate confidence in material knowledge and convey product information to a broad audience with varying levels of product capability.
  • Strong computer skills with ability to produce equipment performance metrics, technical presentations, region/dealer training materials.
  • Flexible, self-motivated and driven to achieve customer satisfaction goals and targets.
  • Valid driver’s license and passport with ability to travel as required globally up to 25%.
  • Must be able to work in an underground environment when required.
  • Fluency in English is required.

Additional Information

Canada NOC Code: 21301
Position Status: Permanent Full-Time

Location/Mailing Address: Komatsu (Joy Global Canada Ltd.), 145 Magill Street, Sudbury, Ontario, Canada, P3Y1K6

Phone: +1.705.692.3661

Language Requirements: Oral and Written Proficiency in English
Base Salary Range: $110,000 - $169,000 CAD
Bonus: 5%
Other Benefits: 
- Company Vehicle or Vehicle Allowance
- Defined Contribution Pension Plan
- Medical Health Benefits
- Dental Benefits
- Disability Insurance
- Life Insurance
- Relocation Assistance

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. 

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