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.
Job Overview
Supports customers by managing and resolving technical support issues, prioritizing work based on criticality, and delivering timely root-cause analysis and software issue resolution. Maintains high levels of customer satisfaction through clear, professional communication and strong relationship management. Collaborates closely with regional, field, and global teams to ensure efficient issue resolution and appropriate escalation of critical concerns. Adheres to established support processes, quality standards, and safety requirements, while participating in after-hours support rotations and traveling to customer sites as needed.
Key Job Responsibilities
Technical Support and Issue Resolution
- Participates in the intake, triage, prioritization, and resolution of customer support tickets to ensure timely and effective outcomes.
- Accurately assesses issue criticality, business impact, and urgency to prioritize work and allocate resources appropriately.
- Performs thorough root-cause analysis and provides timely, accurate resolution of software-related issues across supported systems.
- Travels to customer sites as required to support projects, complex investigations, or persistent technical issues.
- Supports Linux-based systems, mobile field computers, and applications, including log collection and basic analysis.
- Assists with wired and wireless network installation, configuration, and troubleshooting.
- Performs hardware installation, diagnostics, repair, and replacement under established procedures.
- Monitors system health and operational performance, identifying issues and reporting risks.
- Supports deployments, upgrades, configuration changes, and persistent issue resolution activities.
- Participates in an after-hours support rotation to ensure continuity of service and issue resolution.
Customer Service Excellence
- Maintains high levels of customer satisfaction through frequent, professional, and meaningful communication via ticketing systems, email, and phone.
- Builds, develops, and sustains strong customer relationships by demonstrating technical competence, responsiveness, and accountability.
Process and Quality Management
- Consistently adheres to established support processes, procedures, and quality standards to ensure reliable and repeatable outcomes.
- Documents issues, actions, and resolutions clearly to support knowledge sharing and continuous improvement.
Collaboration and Communication
- Serves as a technical contact for customers, providing professional and timely communication via tickets, email, phone, and on-site interactions.
- Collaborates closely with regional engineers, field technicians, and global support teams to resolve issues efficiently and effectively.
- Proactively escalates and communicates critical or high-risk issues to supervisors, managers, Key Account Managers (KAMs), and relevant departments as needed.
Safety
- Maintains awareness of safety requirements and promotes safe work practices in office and mine site environments.
Qualifications/Requirements
- Bachelor’s degree or equivalent relevant experience
- Entry to intermediate experience in technical support, system deployment, or field technology roles
- Basic working knowledge of Linux and Windows environments
- Strong communication and teamwork skills
- Willingness to travel to customer sites and work in industrial environments
Additional Information
Desired Skills:
- Exposure to autonomous systems, mining technology, or industrial systems
- Foreign language (French/Spanish/Japanese)
- Basic networking or hardware experience
- Familiarity with ticketing systems, SQL, or scripting fundamentals
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/ .
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!
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.