Senior Product Support Engineer

Date: May 22, 2023

Location:

Tucson, AZ, US, 85706

Req ID: 23901

Onsite or Remote: Hybrid 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 Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

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.

We’re more than a company, and we’re a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.

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.  We are more than a company, we’re a community of passionate, creative professionals striving toward a shared vision: to revolutionize the way the mining industry operates. 

With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation and encourages you to think big, share ideas and be yourself.

Job Purpose

To provide technical support and improve usage of Modular Products.Learns Modular’s core products and their best use practices.

Travel Requirements

Domestic travel required: <30%
International travel required: <10%

Job Duties and Responsibilities

Deployment of Modular products – ensuring key tasks are completed within given timeframes, proactive communication and interaction with the clients and site.
Troubleshooting issues during deployment – communicating progress to the client in a timely manner and issues are resolved to the satisfaction of the client.
Provide technical customer support through task assigned processes using updates, testing and QA (quality assurance) methods to ensure product functionality.
Diagnose root cause of problems, troubleshoot and issues/repairs within SLA (Service Level Agreement) timeframes.
Coach Application Engineers and other junior employees on support procedures, product functionality, customer requirements etc.
Opens and completes support tickets as required whenever the issue requires action, code changes or consumes more than thirty (30) minutes of support time.
Identify and develop customisation needs such as reports per customer requirements.
Documents the functionality clearly and concisely.
Reinforce awareness and demonstrates commitment that safety is our top priority and “zero accidents” is achievable.

Required Skills

Degree in Engineering or relevant field.
Advanced computer skills with knowledge of computing language such as SQL and/or scripting languages.

Desired Skills

Knowledge of mining operations preferred.

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.