Shape the Future of Mining with Komatsu Mining Technology Solutions: At Komatsu Mining Technology Solutions, we're not just talking about progress and innovation - we're making it happen. Our cutting-edge Modular brand solutions are powering mines worldwide, driving efficiency and sustainability in ways that seemed impossible just years ago.
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The Company
Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry. At Modular Mining, we are committed to fostering a diverse and inclusive environment where every team member feels valued and empowered to contribute to our mission.
Job Purpose
The Subject Matter Expert (SME) for MineCare2 and MineCare3 is responsible for providing advanced technical support, issue resolution, and customer service excellence for Komatsu’s MineCare product lines. This role ensures high-quality service delivery, supports team development, and contributes to process improvement and product strategy through collaboration and communication across departments.
Travel Requirements
Up to 15%.
Job Duties and Responsibilities
- Maintain focus on their product line in order to advance their expertise
- Oversee the resolution of urgent, sensitive, or complex software issues and customer inquiries
- Act as an escalation point for unresolved or critical issues.
- Ensure timely and accurate root-cause diagnosis and resolution of software-related problems.
- Travel to client sites as needed to participate in projects or persistent issue resolution.Participates in after hours rotation
- Customer Service Excellence:
- Support active projects to ensure they progress in a timely manner, and that all risks and requirements are identified and suitably mitigated
- Maintain high levels of customer satisfaction through frequent, professional, and meaningful communication via tickets, email, and phone
- Develop and maintain strong customer relationships
- Provide feedback to supervisors to improve customer support processes and interactions.
- Process and Quality Management:
- Reliably adhere to support procedures and quality standards, and assist team members in the same.
- Collaboration and Communication:
- Identify off-track or stalled tickets and appropriately assist
- Guide new hires as they begin taking tickets.Work closely with global support to expedite resolution of tickets and stay aware of new product releases (AP/Core)
- Identify and raise awareness of critical or recurring product issues with Manager, KAMs, Product Strategy and other departments as needed
- Staff Development:
- Maintain Skills Matrix for team members and identify primary areas of need
- Provides coaching to team members on support procedures, product functionality, and customer requirements.
- Organize and provide team training
- Oversees technical upskilling of new hires during onboarding.
- Create documentation and templates for technical reference and other uses by team members.
- Other:
- Reinforce awareness of and commitment to safety as our top priority among all Komatsu employees.
Required Skills
- Strong understanding of the MineCare platform (including MineCare 2 and 3.81), its deployment, interfacing, and connection points
- Proven ability to act as a liaison between product support and development teams
- Experience serving as an internal escalation point and knowledge resource.
- Ability to train and onboard new team members, providing broad product understanding.
- Familiarity with application functionality and product lifecycle
- Strong communication skills for updating stakeholders on product changes and pipeline developments.
- Experience with coordinating or overseeing deployment activities, including identifying who is involved and responsible.
- Ability to work independently and stay on top of evolving product details
- Experience with SSMS is required.
Desired Skills
- Experience facilitating cross-functional communication between technical and non-technical teams
- Background in machine health systems or related diagnostics tools.Exposure to product or application support in a technical environment.
- Previous experience in a Subject Matter Expert (SME) or training role.
- Familiarity with using applications as search tools or diagnostic platforms.
- Understanding of organizational planning and staffing shifts (e.g., backfilling, internal transitions).
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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. We are authentic, ambitious, and innovative in our pursuit of Diversity & Inclusion. United, we are on a journey towards a sustainable future that creates value together.
If you want to learn more about Komatsu, please visit our website at https://www.komatsu.com/ .
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Company Information
Komatsu is a world leader in manufacturing construction, mining, forestry, and industrial heavy equipment. Founded in 1921, Komatsu has a long history of quality, reliability, innovation, and excellence. Headquartered in Tokyo, Japan, Komatsu facilities, distributors and dealers are in more than 140 countries and employ more than 60,000 people. Komatsu offers a diverse and challenging work environment, where you can grow your skills and career, and contribute to a sustainable, clean-energy future. If you are looking for a company that values your talent and potential, be a part of something big and join a team that is shaping the world!
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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.
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