Sr. OE Product Support Specialist

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Job Overview

Komatsu is currently searching for a Sr. OE Product Support Specialist in Longview Texas.  The job purpose of the OE Product Support Specialist is to act as subject matter expert in specific assigned knowledge disciplines as it relates to the identification and resolution of technical issues involving new wheel loaders and electrical mining shovels globally. To support Regional and Factory teams in ensuring technical issues discovered during machine manufacturing or assembly and commissioning are resolved, product issues are identified, and resolution put in place to resolve them. To be the factory liason from the planning through to the customer handover, ensuring new machine builds follow factory quality standards, and are assembled on time assuring customer satisfaction. Additionally, develop procedures and processes related to communications, case management, and Field Campaigns for continuous improvement for each model machine being assembled for the Loading Business Unit, Affiliates, and Distributors

Komatsu offers competitive salaries, excellent benefits and merit/bonus potential.

Key Job Responsibilities

Case Management: Facilitate case management for the Tier 4 Zero-hour queues and manage the end-to-end process flow of technical cases within the Komatsu CRM system. Develop and report on metrics for all Tier 4 Product Support case management queues including operating and Zero-hour machines.

 

2. Product Issue Resolution: Support Tier 2 and 3 Regional Product Support and Tier 4 Factory teams in identifying potential product issues, working with cross functional business owners conducting root cause analysis, development and implementation of corrective and preventive actions, and leading the issue resolution process. Organize the Zero Hour product issues, catagorizing and analyzing considering a global perspective. Develop procedures and processes to continually improve issue resolution for the Product Support Loader and Shovel teams.

3. Information Management: Facilitate weekly new machine assembly meetings, working closely with build teams ensuring technical support is available immediately when needed. Develop and

improve new machine documents and forms, ensuring compliance with current standards and design drawings. Responsible for new machine documentation being issued ahead of assembly and completed in a timely manner and posted to Komatsu CRM upon handover to the customer.

4. Field Campaign Management: In conjunction with issue escalation and Juhin management, work with Subject Matter Experts (SME’s) to create and deploy Field Campaigns (FC’s), for both the support of local mitigation efforts and for final countermeasures. Additionally, provide regular updates to Product Support on FC status and metrics. Ensure new machine assemblies are completing all FCs during the build.

5. Factory Support: Ensure collaboration with Factory Quality Engineering and Supplier Quality Engineering teams to support issue resolution and corrective action development and implementation. Oversee Parts Return Program and support new machine assembly shortages and parts movements.

6. Machine Assembly Backcharges: Adjudicate and process new machine assembly backcharges submitted by the Regional teams and Distributors and act as Subject Matter Expert for adjudication of warranty claims.

7. Data Analytics: Responsible for updating Regional teams and Distributors on Juhin and Product Issue status including details of research, development, testing, final countermeasures, and deployment schedule. Evaluation of local issue resolution will also be considered as this may inform the final countermeasure design.

Qualifications/Requirements

Bachelor’s degree in mechanical or electrical engineering or related field.

· Minimum of (10) years’ experience in Product Support, Electrical or Mechanical Engineering role, Reliability, Quality or commensurate experience.

· Strong written and oral communication skills with understanding of principles and processes for communicating on technical subjects. Computer skills (Microsoft Office, SAP and Salesforce experience preferred).

· Ability to read and interpret Engineering drawings.

· Direct product knowledge and experience with mining equipment is a plus.

· SolidWorks experience is a plus.

· Strong analytical and complex problem-solving skills.

· Experience and training with statistical and reliability analysis methods is a plus.

· Ability to effectively communicate across all levels and regions of the organization.

Additional Information

 

Company Benefits 

Komatsu provides an extensive and robust employee benefits package that is designed to en