Product Support Manager, North America

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Job Overview

The successful candidate will be responsible to facilitate mining distributor and customer success by identifying and driving the resolution of Komatsu mining 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 mining equipment installations, serving as the proponent for the mining product warranty process, and providing product support training to distributors.

Location: Canada and/or the United States. 

Shift: 5x2 remote

Travel: Up to 50% 

Responsibilities

 

• Diagnose and resolve technical problems on Komatsu’s Electric Wheel Loader mining equipment line.
• Advise on operational and maintenance best practices for surface mining equipment.
• Review and adjudicate warranty claims.
• Prepare reports and presentations on machine performance.
• Coordinate project start-up and manage assembly, commissioning, and delivery of machines.
• Serve as mediator for disputes and execute policy settlements.
• Conduct meetings to manage product acceptance through continuous improvement.
• Compile reports on quality issues for factory engineering review.
• Coordinate field investigations and machine testing.
• Implement factory updates to machines.
• Manage training plans for servicing agent personnel.
• Perform Root Cause Analysis (RCA) investigations.
• Analyze predictive maintenance and machine health data.

Qualifications

 

• 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.).

Hiring Range:

At Komatsu, your base pay is one part of your total compensation package. The actual offer will consider a wide range of factors, including experience and location.

 

Salary:

 

US:
 

$103,000 - $128,800

Bonus: 10%
 

Canada:
 

$134,764.60 - $168,454  

Bonus: 10%

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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.  We are authentic, ambitious, and innovative in our pursuit of Diversity & Inclusion.  United, we are on a journey towards a sustainable future that creates value together.  

If you want to learn more about Komatsu, please visit our website at https://www.komatsu.com/ 

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Company Information 

Komatsu is a world leader in manufacturing construction, mining, forestry, and industrial heavy equipment.  Founded in 1921, Komatsu has a long history of quality, reliability, innovation, and excellence.  Headquartered in Tokyo, Japan, Komatsu facilities, distributors and dealers are in more than 140 countries and employ more than 60,000 people.  Komatsu offers a diverse and challenging work environment, where you c