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Aftermarket Customer Support Manager

Date:  Sep 9, 2022
Location: 

Milwaukee, WI, US, 53204-2941

Req ID:  25233
Onsite or Remote:  Partial Remote Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing 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. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

Key Job Responsibilities

  • Lead Regional Parts Support and Customer Experience & Sales Support teams by prioritizing tasks, creating & driving department KPI’s & goals, solving team/customer issues, escalating issues when appropriate, promoting individual & team growth, and mentoring team members while providing world-class parts support to our Customers.
  • Lead respective Regional Parts Support Team as the primary point of contact between the region/distributors and the Factories/PDCs for parts delivery and support. Ensure the management of the day-to-day relationships with Customers.
  • Collaborate with Regional and Distributor Leadership Teams to understand Customer needs, define process improvements, drive parts on-time delivery, & achieve parts sales goals.
  • Implement parts support strategies.  Develop working relationships and regular communications with customers as well as internal Komatsu planning, supply chain, operations, subcontract, quality, warehouse, documentation and logistics teams.
  • Create and drive call center and on-call, after hour policies and support plans.
  • Support and oversee Retail Inventory Management (RIM) initiatives for mining parts for distributors that participate in the RIM program.  Ensure Authorized Stocking List (ASL) achieve customer support, fill rate, and distributor inventory objectives.
  • Attend Regional/Distributor business review sessions and meetings with the regional teams and customers. Coordinate Hansei meetings with regions/distributors and participate in Gemba visits to Customer sites and Komatsu factories and distribution centers as required.

Qualifications/Requirements

  • A Bachelor's Degree (business, operations, communications, or engineering) or related experience.  Advanced Degree a plus.
  • 7+ years of related sales, service, marketing, technical or managerial experience.
  • Strong business acumen, patience to teach, and strong verbal and written communication skills.
  • Proven successful project management skills, ability to interact and influence all levels of the organization and handle a variety of projects in support of the regions, distributors, and customers.
  • Process, customer and results oriented.
  • Strong leadership skills and ability to build consensus.  Sets high standard of performance for self and team members.  Embraces personal accountability and expects the same of others.
  • Experience with surface mining products, the Komatsu Organization and distribution strategies preferred.
  • Willingness to travel to respective regions and feel comfortable interacting with regions and customers of different cultures.
  • Strong skills in Word, Excel, PowerPoint, Teams. SAP and Salesforce experience desirable.  Ability to quickly learn other Komatsu Technology Systems.

Additional Information

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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