Join Komatsu and Be Part of Something Big!
Job Overview
This position is a critical, front-line support role focused solely on assisting internal and distribution teams on parts-related requests impacting Komatsu equipment. It also plays a key role in supporting Komatsu North America’s mission to maximize machine uptime and provide exceptional parts support. The core responsibility is to promptly resolve parts-related inquiries to ensure that equipment, especially during Unit Down (U/D) situations, is returned to service as quickly as possible.
This position is essential to Komatsu’s reputation and success in North America. It supports hundreds of distributor and dealer locations by providing expertise in accurate parts information and real-time solutions to minimize downtime.
Key Job Responsibilities
• Serve as a primary point of contact within a high-volume technical contact center for distributors, providing technical parts support for Komatsu equipment.
• Prioritize and respond to urgent Unit Down cases to restore machine uptime quickly and accurately.
• Interpret and communicate parts information using parts books, engineering drawings, and service bulletins.
• Collaborate with Expediting, Engineering, and other internal teams to resolve critical parts shortages.
• Assist with training efforts for Company and Distributor personnel on parts systems and procedures.
• Document all support activities using the Technical Support Contact Center systems.
• Support publication corrections and issue escalation related to parts interchangeability or identification.
• Present department functions and best practices to other teams as needed.
• Respond to approximately 4,500 parts-related inquiries per month via phone, email, and electronic systems
• Support over 100,000 Komatsu machines in 400 U.S. and 1,300 international distributor locations
• Collaborate cross-functionally with Engineering, Service, Warehouse, and Vendor teams to resolve parts issues
• Assist in managing issues resulting in publication updates, claim reviews, or escalated part requests.
Qualifications/Requirements
Knowledge of Komatsu machine systems, parts structure, and mechanical applications.
• Effectively manage competing priorities in a high-volume contact center, demonstrating urgency, accuracy, clarity, and professionalism while supporting complex parts inquiries and time-sensitive situations, including Unit Down cases.
• Ability to read and understand technical publications, blueprints, and service parts documentation.
• Demonstrates excellent computer skills with proficiency in SAP, Komatsu Systems, Microsoft Office Suite, Power BI, and CSS (Worldwide Parts Catalog), enabling efficient navigation of technical resources and effective issue resolution.
• Strong organizational skills, attention to detail, and customer service orientation.
• Excellent interpersonal and communication skills, both written and verbal.
• Understanding of distributor operations and parts distribution flow.
Additional Information
The Parts/Products Technical Support Specialist is a primary advocate for machine reliability and dealer success. By minimizing downtime and ensuring accurate part delivery, this role directly influences customer satisfaction, dealer trust, and operational continuity across our network. In an increasingly competitive market, this role is essential to keeping our machines running, our commitments honored, and our brand trusted.
Hiring Range
At Komatsu, your base pay is one part of your total compensation package. This role pays $NA. The actual offer will consider a wide range of factors, including experience and location.
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 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.