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Factory Service Representative II

Date:  Sep 24, 2022

Milwaukee, WI, US, 53204-2941

Req ID:  24494
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

The Factory Service Representative at Komatsu will be involved with but not limited to Mining Machine commissioning activities, , reducing machine downtime, implementation of corrective or upgraded components/software, implementation of solutions to improve machine reliability, machine performance, and customer satisfaction, Product Issue management and Resolution, and execution of mandatory field campaigns.   

Key Job Responsibilities

  • Participate in issue resolution by collaborating with various teams to effectively research, document and review Product Issues occurring on Komatsu equipment, specifically the surface mining drill products.
  • Use remote monitoring technology to connect to equipment in the field to identify, investigate and solve problems on Komatsu equipment.
  • Contribute to service documentation development, including but not limited to creation of best practice procedures, service bulletins or notices, spare parts and service parts lists, and Assembly Verification Check Sheets.
  • Effectively communicate and liaise between Product Support, Product Engineering, and Komatsu Service Centers to assist in collecting data to validate and successfully launch new products.
  • Work with Komatsu Regional Service Centers on successful implementation and installation of Product Issue solutions and machine upgrades.
  • Participate/Perform Equipment Audits and Inspections to determine machine condition. Accurately report machine condition, repair/maintenance recommendations, time to repair/service and recommended upgrades. Facilitate maintenance strategy development promoting safety, system reliability and reduction of unplanned downtime.
  • Apply mechanical practical knowledge and related electrical practical knowledge to troubleshoot, diagnose, and recommend actions to safely return faulted, damaged, rebuilt, or shutdown equipment to operation. 
  • Assist in the project management of major mandatory field campaigns to minimize impact on Komatsu owners while ensuring warranty costs to Komatsu are minimized. This includes effectively working with groups such as Product Engineering, Quality, Planning, Logistics and Komatsu Service Centers.
  • Provide input on the development of commissioning procedures, installation guidelines, test procedures, or similar technical documentation for electrical, software, or mechanical systems.


  • Associates or Bachelor’s Degree related to Engineering, Technology, or Mining; or equivalent experience in a Related field.
  • 3+ years of related industry experience.   2+ years of Product Level experience.
  • Advanced understanding of technical specification, blueprint & schematic reading.
  • Excellent verbal and written communication skills. (Spanish Language skills are a plus).
  • Ability to manage product issue campaigns and collaborate with product level teams/groups.
  • Prior experience collecting and analyzing data.  Preparation of formal reports on findings and supply recommendations.
  • Ability to prepare formal reports usable by all facets of the organization.
  • Previous experience leading repairs in the field with maintenance and repair personnel is preferred.
  • Capability to produce training material and assist in training of Field or Technical Service Representatives (TSR’s).

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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