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Job Overview
The Mining Service Manager (MSM) is responsible for managing the customer acceptance process of Komatsu manufactured, supplied, or field converted Autonomous trucks / EDT products in an assigned territory. They will ensure Komatsu, or the servicing agent (local distributor or Komatsu regional affiliate or subsidiary) is able to meet each of the performance related provisions in the sales contract.
The MSM will manage product assembly, all factory check-out procedures performed, and OEM specifications at delivery or commissioning to the customer. The MSM must ensure all failures or discrepancies are documented on the TSI Service Report.
Key Job Responsibilities
- Train servicing agent as required to follow through on remaining contract obligations. Monitor contract performance and manage corrective actions to close any shortfalls in performance.
- Coordinate project start-up with customer and servicing agent after sale is complete.
- Manage assembly, commissioning and delivery of machines and or autonomous conversion projects to customers in line with contract delivery terms.
- Structure support terms for the sale of new machines in the market (delivery terms, up time and operating cost guarantees, etc.).
- Manage Factory support and obligations in relation to introduction and startup of new Autonomous projects, lead factory support through service – engineering and QA groups to provide prompt follow up and issue resolution to distributor and end user, this includes managing factory communication and structured reporting.
- Maintain frequent communications with the Factory Technical Support Engineers, Engineering and other teams, as needed to manage the region.
- Serve as mediator to resolve any disputes between the customer and servicing agent.
- Conduct scheduled meetings with customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL process.
- Support servicing agent with diagnosing and resolving technical problems on machines.
- Compile reports to document quality issues on the machines in the market on an ongoing basis for Komatsu factory engineering review. Coordinate field investigations or testing required by Komatsu.
- Coordinate the implementation of any post and pre-delivery KOMATSU factory campaigns to the machines with the servicing agent and the customer.
- Manage training plans to improve KOMATSU machine support capability levels for the servicing agent personnel. Conduct ongoing training courses for the servicing agent and the customer on machine systems (VHMS, PLM, Wabtec Control, Interface Module, etc.) and on KOMATSU Service systems (Warranty, CSS Portal, SMAP, etc.)
Qualifications/Requirements
- Education: Associate Degree or technical training related to the repair and service of heavy equipment. Four-year college degree preferred.
- Experience: Minimum 5 years of industry experience in the repair and service of Komatsu EDT product or similar.
- 2 years of service management experience preferred.
- Demonstrated success in a project management role.
- Good interpersonal skills/effective communicator: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to demonstrate technical details/facts.
- Computer skills: Proficient PC skills in Microsoft Office.
- Technical skills: Excellent knowledge of electrical and hydraulic systems required.
- Travel: Requires travel up to 75%
- Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.
- Job will be based in Northwestern Pakistan at a greenfield mine site. Applicant must be willing to relocate or reside within this region to apply for this position.
- Travel from home / office base location to the mine sites will be commercial economy class travel to Karachi, Pakistan or the mine site. Local transportation will be provided.
Additional Information
Company Benefits
Komatsu provides an extensive and robust employee benefits 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.
- Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
- 401k and/or employee savings programs
- Employee time off (vacation and designated holidays)
- Employee and family assistance programs
- Disability benefits
- Life insurance
- Employee learning and development programs
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. Connected by our core values of ambition, perseverance, collaboration and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together.
Company Information
Komatsu develops and supplies technologies, equipment and services for the construction, mining, forklift, industrial and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For more than a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business and the planet thrive together. Since the company’s founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all. If you are looking for a company that values your talent and potential, join Komatsu to be a part of something big and help advance modern society. Learn more at www.komatsu.com.
EEO Statement
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.