Product Support Manager- Attachments

Product Support Manager

Join Komatsu and be part of something big! This position facilitates construction distributor and customer success by identifying and driving the resolution of attachment product issues, managing key relationships at Komatsu factories and distributors, serving as the local proponent for the Technical Service Information (TSI) process, providing technical support for new equipment installations, serving as the proponent for the product warranty process, and providing product support training to distributors.

Key

Job Responsibilities:

• Support servicing agent with diagnosing and resolving technical problems on Komatsu attachment products.
• Advise servicing agent and customers on operational and maintenance best practices for attachments.
• Review and adjudicate warranty claims from servicing agent for Komatsu attachment products in accordance with Komatsu Service Policy and Procedure Manual guidelines.
• Prepare reports, presentations, charts/graphs, and other documents to summarize Komatsu attachments performance.
• Coordinate attachment start-up with customer and servicing agent after sale is complete.
• Manage assembly, commissioning and delivery of attachments to customers in accordance with contract delivery terms.
• Serve as mediator to resolve any disputes between the customer and servicing agent.
• Execute policy settlements (outside warranty) on behalf of Komatsu.
• Conduct meetings with servicing agent and customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL process.
• Compile reports to document quality issues on mining machines on an ongoing basis for Komatsu factory engineering review.
• Coordinate field investigations or attachment testing required by Komatsu.
• Coordinate the implementation of any post and pre-delivery Komatsu factory updates to the machines with the servicing agent and the customer.
• Manage training plans to improve Komatsu attachments support capability levels for the servicing agent personnel.
• Perform Root Cause Analysis (RCA) investigations on Komatsu attachments and major components.
• Interpret and analyze predictive maintenance and machine health data including oil analysis reports, customer maintenance records, machine downloads, and machine health monitoring data.
• Structure support terms for the sale of new attachments in the market (delivery terms, up time, operating cost guarantees, etc).
• Train servicing agent as required to execute attachment contract obligations.
• Monitor contract performance and manage corrective actions to close any shortfalls in attachment equipment performance.

Qualifications/Requirements:

• Education:
  
  Associate degree or technical training related to the repair and service of heavy equipment.
• Experience:
  
  5 years' industry experience in the repair and service of heavy equipment. Demonstrated success in a project management role.
• Communication
  
  Skills:
  
  successful candidate must demonstrate exceptional verbal and written communication skills with the ability to resolve problems and present technical information to servicing agent, customers, and Komatsu stakeholders.
• Computer
  
  Skills:
  
  High-level proficiency with Microsoft Office applications (Outlook, PowerPoint, Word, Excel) and web browsers. Experience with computer-based troubleshooting on heavy equipment (fault code analysis, machine downloads, etc.). Proficiency with SAP and Salesforce.
• Technical
  
  Skills:
  
  Advanced knowledge of mechanical, electrical, and hydraulic systems required.
• Travel:
  Position requires travel of up to 75%. Must possess a valid driver's license and be able to safely operate a company vehicle.

Hiring Range:
At Komatsu, your base pay is one part of your total compensation package. This role pays $90,300 to $112,900. The actual offer will consider a wide range of factors, including experience and location.

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.