Manager, Service Excellence

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Job Overview

Location: Warrendale, PA preferred, but other locations may be considered.

Lead the development and implementation of global service standards and best practices in collaboration with regional and global teams, ensuring consistent, customer-focused service delivery across all regions. Continuously enhance Komatsu’s service offerings through competitive benchmarking, policy alignment, and customer feedback-driven improvement programs.

Key Job Responsibilities

1. Stay up to date with the requirements for global service standards in collaboration with regional Sales & Service and global Service Excellence teams, and develop relevant policies for various service offerings to ensure alignment, consistency, and standardization across regions.
2. Define, measure, develop, and implement best service practices across all global regions in collaboration with regional Sales & Service leadership.
3. Develop, implement and maintain global programs to continuously improve service offerings to internal and external Komatsu customers with measurement of customer satisfaction and feedback
4. Define and benchmark competitor service offerings, continuously driving towards best-in-class modernization of service

Predominant Tasks

1. Through a regular set cadence, collaborate with regional Sales & Service leads, implementing & measuring success of  service standards
2. Support the development and implementation of service tools to support the modernization of service
3. Implement best service practices, measuring opportunities for improvement
4. Gathering and analyzing customer feedback to identify areas for improvement and develop strategies to enhance the overall customer experience
5. Monitoring key performance indicators related to customer service, such as response times, resolution rates, and customer satisfaction scores, and taking corrective actions as needed
6. Stay up to date with service offerings provided by competitors and define USP’s for Komatsu service offerings
7. Collaborate with regional sales, service and commercial leads to analyze the current capture rates across all categories of parts for major customers globally 

Qualifications/Requirements

1. Bachelor's degree in Engineering, or related field.
2. Advanced degree(s) in Engineering or business with strong customer exposure.
3. Experience in managing service in a mining/heavy equipment and working with dealership’s preferred.
4. 10 years’ experience in mining equipment, machine design/application, field experience, desired.
5. Familiarity with process improvement methodologies, such as Lean, Design for Six Sigma, Kaizen, or similar discipline is preferred.
6. Sponsorship of effective Change Management implementation, desired.
7. Certifications or demonstrated project management, desired.
8. Professional registration and/or leadership in committees and/or technical societies, beneficial.

Key Skills Required by Komatsu

COLLABORATION

Working together with one or more people to complete a project or task or develop ideas or processes.

ADAPTABILITY

Having the ability to adjust to changes in their environment.  

HUNTER MENTALITY

A combination of traits that can help someone achieve their goals with consistency and precision.

BUSINESS ACCUMEN

Having the ability to understand business situations and make sound decisions that lead to successful outcomes.

APPLICATION OF KNOWLEDGE 

Being able to use what you’ve learned to make decisions and complete tasks in different situations.

LEADERSHIP  

The ability to guide, influence or lead others to accomplish a shared goal. 

 

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.

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs
• Employee time off (vacation and designated holidays)
• Employee and family assistance programs
• Disability benefits
• Life insurance
• Employee learning and development programs

 

Diversity & Inclusion Commitment