Product Support Specialist

Product Support Specialist 9/7/26 Johannesburg, ZAF, 35068 Onsite 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.

In this role, you will be responsible for providing 24/7 emergency support by following assigned processes to maintain product functionality and stability. You will assist in deploying new and existing solutions on customer servers and field equipment, ensuring proper installation and system functionality. This includes using peer coaching, documentation, established standards, and outlined procedures to ensure successful deployments and ongoing support.

The primary objectives of this role are

• 40% Domestic Travel required
• 10% International Travel Required.

• B Sc degree in Computer Science, Engineering or equivalent

• At least 3 - 5 years’ experience
• Proficiency in troubleshooting and testing large software systems and environments
• Customer service experience
  - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
• Fluency in reading, writing and speaking English and one other major language is a plus.

• Determine most efficient way to create functionality
• Meet customer requirements
• Document the functionality properly Install functionality on-site with minimum disruption
• Properly use ticketing system to track ticket status

• Successfully connect to client site to verify and reproduce the problem
• Diagnose root cause of problems
• Complete repairs within SLA time frames
• Get system to function properly as quickly as possible

• Provide technical customer support through task assigned processes using updates, testing and QA methods to ensure product functionality
• Open support tickets
• Complete all required fields in tickets properly
• Successfully support clients for the local region and for other regions through the Follow-The

• Perform analysis on system usage to identify opportunities for improvement
• Support Performance Assurance Team

• Communicates effectively, thoroughly, and accurately in writing
• Writes concise, organized, and easy-to-read reports, letters, memos and emails
• Prepares accurate and effective formal documents

• Organizes activities to ensure their proper completion in a timely manner
• Effectively schedules time by assigning priorities to daily/weekly/monthly work activities
• Avoids crises through systematic planning and follow through

• Determines when investigative calls to customer are required to solve issues
• Asks customers appropriate questions to properly scope the problem
• Gains an understanding of customers’ needs and how they use the product
• Invests necessary time to identify root cause
• Requests assistance from more knowledgeable team members when unable to identify root cause or solution

• Driven to increase knowledge and competency
• Takes…