Join Komatsu and Be Part of Something Big!
Job Overview
Location: Warrendale, PA preferred, but other locations may be considered.
Lead the development, standardization, and continuous improvement of Komatsu’s global service offerings, driving consistent, customer-focused service delivery across all regions. In collaboration with regional teams and product management, own and optimize the commercial performance of service programs—including parts, repairs, and rebuilds—through capture rate analysis, competitive benchmarking, and customer feedback-driven enhancements. This role plays a critical part in modernizing service delivery and strengthening Komatsu’s lifecycle value proposition.
Key Job Responsibilities
- Develop relevant policies for various service offerings to ensure alignment, consistency, and standardization across regions.
- Define, measure, develop, and implement best service practices across all global regions in collaboration with regional Sales & Service leadership.
- Develop, implement and maintain competitive global programs to continuously improve service offerings to customers with measurement of customer satisfaction and feedback
- Partner with product managers to manage and optimize P&L performance for parts, repairs, and rebuild programs, driving revenue growth, margin improvement, pricing alignment, and lifecycle profitability across global markets.
Predominant Tasks
- Define and lead the global service strategy, establishing standardized service offerings, policies, and best practices across all regions in alignment with Sales & Service and Service Excellence teams.
- Own and drive service-related P&L performance for parts, repairs, and rebuilds in collaboration with product managers, including revenue growth, margin optimization, pricing alignment, and lifecycle profitability.
- Develop and implement global programs to enhance service offerings, leveraging customer feedback, operational data, and market insights to continuously improve customer experience and business performance.
- Establish and monitor key performance indicators (KPIs) for service delivery, including capture rates, response times, resolution effectiveness, and customer satisfaction, driving corrective actions and continuous improvement.
- Partner with regional sales, service, and commercial leaders to align service strategies with business objectives, ensuring consistent execution and performance across global markets.
- Analyze parts and service capture rates, pricing structures, and cost drivers to identify opportunities for growth, profitability improvement, and increased market share.
- Benchmark competitor service offerings and industry trends to define and enhance Komatsu’s service value proposition and maintain best-in-class positioning.
- Support the development and deployment of service tools, digital solutions, and processes to modernize service delivery and improve operational efficiency.
Qualifications/Requirements
- Bachelor's degree in Engineering, or related field.
- Advanced degree(s) in Engineering or business with strong customer exposure.
- Experience in managing service in a mining/heavy equipment and working with dealership’s preferred.
- 10 years’ experience in mining equipment, machine design/application, field experience, desired.
- Familiarity with process improvement methodologies, such as Lean, Design for Six Sigma, Kaizen, or similar discipline is preferred.
- Sponsorship of effective Change Management implementation, desired.
- Certifications or demonstrated project management, desired.
- Professional registration and/or leadership in committees and/or technical societies, beneficial.
Key Skills Required by Komatsu
COLLABORATION
Working together with one or more people to complete a project or task or develop ideas or processes.
ADAPTABILITY
Having the ability to adjust to changes in their environment.
HUNTER MENTALITY
A combination of traits that can help someone achieve their goals with consistency and precision.
BUSINESS ACCUMEN
Having the ability to understand business situations and make sound decisions that lead to successful outcomes.
APPLICATION OF KNOWLEDGE
Being able to use what you’ve learned to make decisions and complete tasks in different situations.
LEADERSHIP
The ability to guide, influence or lead others to accomplish a shared goal.
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.