Product Support Specialist Manager

Job Overview

Komatsu is currently searching for a Product Support Specialist Manager for our Loading Business Unit.  This role is preferred to be located in Longview, Texas but has possibility to be located in Milwaukee, WI.  Komatsu offers competitive salaries, excellent benefits and annual merit/bonus potential. The job purpose of the Product Support Specialist Manager is to lead a team of subject matter experts in specific assigned knowledge disciplines as it relates to the identification, management, and resolution of technical issues involving electrical mining shovels and wheel loaders globally. To support Regional and Factory teams in ensuring technical issues discovered during machine commissioning or in operation are identified, are resolved, and resolutions put in place to correct them. To organize the regional product issues, categorizing and analyzing considering a global perspective, and coordinating activities between all parties to ensure issues are dealt with quickly and efficiently. Additionally, develop procedures and processes related to case management, technical communications, Product Issue resolution, Field Campaign management, machine or part Field Follow programs for the Loading Business Unit, Distributors and Affiliates.

Key Job Responsibilities

1. Case Management: Facilitate case management for the Tier 4 product queues, manage the end-to-end process flow of technical cases within the Komatsu CRM system. Develop and report out on metrics for all Tier 4 Product Support case management queues including operating and new machines.

2. Product Issue Resolution: Support Tier 4 Regional Product Support and Factory teams in identifying and documenting potential product issues, and working with cross functional business owners conducting root cause analysis, development, and implementation of corrective and preventive actions, and leading the issue resolution process. To own and organize and manage product issues, categoizing, and analyzing considering a global perspective. To develop procedures and processes as it relates to issue escalation for the Product Support Shovel and Wheel Loader teams. Manage the Product Reliability Review Boards (PRRB) and associated processes.

3. Information Management: Responsible for facilitating the development of technical document creation, work with the subject matter experts to draft technical communications, and then process through workflow approvals before releasing for the regional teams. Also “Knowledge Base” owner for procedures and processes for the Product Support shovel and loader teams.

4. Field Campaign Management: In conjunction with issue escalation and Juhin management, work with Subject Matter Experts (SME’s) to create and deploy Field Campaigns (FC’s), for both the support of local mitigation efforts and for final countermeasures. Draft and formulate FC financial approvals, CRM campaigns and run through approval system to FC release. Additionally, provide regular updates to the Local Business Unit “LBU” on FC status and metrics.

5. Supervise activities of Product Specialists and other Personnel functions reporting to this position. Ensure collaboration with engineering, reliability, factory Quality, and Supplier Quality teams to support issue resolution and corrective action development and implementation. Facilitate all field Parts Returns and part analysis through to resolution.

6. Data Analytics: Responsible for updating Factory teams, Distributors and Affiliates on Juhin status including details of research, development, testing, final countermeasures, and deployment schedule. Evaluation of local issue resolution will also be considered as this may inform the final countermeasure design.

7. Create ECR’s as required by the Issue Resolution process, then monitor their progress through Engineering. When the ECO’s are released, must review all of them for applicability to possible field issues past, present, and future, then update the related Product Issues and Cases accordingly. Ensure Parts book notes are made and “interested parties” are notified.

Qualifications/Requirements

Required Skills

· Degree in Mechanical or Electrical Engineering or related field.

· Minimum of (10) years’ experience in product support, reliability, quality or mechanical engineering role or commensurate experience.

· Strong written and oral communication skills with understanding of principles and processes for communicating on technical subjects. Computer skills (Microsoft Office, SAP, and Salesforce experience preferred).

· Experience and training with statistical and reliability analysis methods.

· Ability to read and interpret Engineering drawings and official Standards.

· Direct product knowledge and experience with mobile mining equipment is a plus.

· Strong analytical and complex problem-solving skills.

· Ability to effectively communicate across all levels and regions of the organization.

Preferred Skills

· Stand up Presentation skills highly suggestive

· Good Time Management and to not procrastinate

· Bi-lingual preferred (Spanish or Portuguese)

Additional Information