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Unit Down/Expedited Order Associate

Date:  Sep 22, 2022

Peoria, IL, US, 61639

Req ID:  24740
Onsite or Remote:  Onsite 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 Customer Service Representative (Unit Down / Expedited Order Associate) works in a call center environment, providing support to North American Distributors through accurate and efficient order processing.  This includes entering, cancelling, and obtaining details of orders to advise distributors according to Komatsu parts policies, communicating with all Komatsu Distributors by phone, email, and/or fax to provide information about parts orders and backorders, assessing and fulfilling Customer needs, and educating the Customer where applicable. The goal of this position is to assist the Unit Down Team Leader/Unit Down Technical Specialist in first line review of unit down and emergency orders in the Komatsu Parts Book(CSS) and SAP.  This position is also the primary service contact for ‘help outs’ from the plants for line down situations.
Responsible for  communication to Distributor(DB) Parts Support team of estimated delivery dates, options to supply, and all follow-up and direct shipment tracking for each individual DB unit down backorder through plant help out, emergency expediting or cannibalization.   


This position is responsible for first pass review, within a 24 hour period, of all Unit Down (Product/Machine Down) and Emergency Backorders, and all communication to Customer Support of team actions and alternative supply options.  This position is also responsible for updates to Machine Down Requests (MDR)’s. 

Key Job Responsibilities

  • Follow-up and expediting with vendors or suppliers for Unit Down (Product/Machine Down) and Emergency Parts backorders.  Use daily unit-down and emergency R/R’s to the specific factories for parts requirements.  Information communicated to Distributor Parts Support Teams for notification to Individual Distributor. Response Time is within 24 hours of initial receipt of backorder.
  • Maintain follow-up information on paybacks for assembly and machine cannibalizations in teardown folders whether for dealer or stockyard.  Keep personnel involved (dealer who performed cannibalization) with most current information if delivery promises change.
  • Accurate/Timely Order Processing in accordance with company policies/procedures with minimal supervision.  Order types include distributor orders, International, transfers, daily help outs, further manufacturing, firm future orders, direct ship marketing program orders and consignments.
  • Advise Distributors of expected delivery times and explain details for delays, changes to orders, routing, price and availability for open backorders.
  • Manage changes in priorities/additional workload including assisting co-workers with daily working of the Komatsu Parts Portal to ensure tasks are complete at the end of the business day.  Assist with calls from dealers requesting upgrade to unit down or stating urgent machine down situation and interact with plant(s)/vendors involved.
  • Arrange Special Shipments by collaborating with Logistics on changes to be made per Distributor’s request.  Communicate with Warehouse on parts shipping to their facility that need to be received ASAP for Emergency orders or unit downs.
  • Track shipments using SharePoint, ocean tracking, and internet to communicate with suppliers.
  • Research problems and provide alternatives for distributors through alternate sources such as other distributor inventory, kit availability, assemblies, P-Mates comment screens.  Analyze information and evaluate results to choose best solution to solve problems for all emergency and unit down backorders.
  • Extensive knowledge of internal systems such as P-Mates, Komatsu Parts Portal, CSS and SAP; manufacturing computer systems such as Baan and PWINS; affiliate and supplier systems such as KEPO, Cummins, GE, etc.


  • High school diploma required.  College degree a plus.
  • 3-4 years of logistics experience.  Experience associated with emergency orders and expediting parts for critical issues.  Distributor Support or Materials Management a plus
  • Strong Sense of Urgency and Flexibility.  Must be able to multi-task.
  • Effectively communicate orally and in written form.
  • Experience utilizing Microsoft Office applications (Excel, Word and PowerPoint).

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.

Nearest Major Market: Peoria

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