General Manager, Product Support

Join Komatsu and Be Part of Something Big

Company Overview

At Komatsu, we lead the construction and heavy equipment industry with cutting-edge technology and innovative solutions that enhance efficiency, safety, and sustainability. Komatsu Company-Owned Dealers East operates eleven Company-Owned branch locations in the NJ, NY, PA, MD, and DE region.  To learn more about Komatsu Company-Owned Dealers, visit our website!  If you would like to hear what our employees think about working for Komatsu, watch our Employee Testimonials.

What Komatsu Offers

• Industry competitive wages
• Day 1 Medical, Dental, Vision, Life & Disability Benefits
• Employee discounts to Ford, GMC, Disney, AT&T, Verizon and more
• Employee recognition, career development opportunities, and excellent job security
• Ability to be a part of an exciting, innovative company developing new state-of-the-art technology and equipment

Job Overview

Lead and manage regional parts and service operations for construction, mining, utility and rental equipment field and value-added-services. Matrix with all KSW functions and branch facilities to ensure consistent and profitable programs for the sale and delivery of quality products and services to its customers. 

Key Job Responsibilities

• Monitor and advise on all service department matrix: including Billable hours, Revisits, Warranty Recovery, Service Truck Recovery, Shop Supply Recovery, Operating Profit, Gross Margins, Sales Volumes. 
• Develop, manage, monitor and participate in the sale and repair of new and used repair parts, consumables and components for new and used equipment in matrix with Parts Managers and field PSSR’s to maximize margin dollars, deal profitability and share of market.  
• Generate new service business sales through the development and deployment of service marketing strategies, including value-added, equipment lifecycle services for construction, utility and mining customers’ equipment in matrix with Service Managers and field PSSR’s to maximize margin dollars, deal profitability and share of market.   
• Develop and manage the regional Training Department. Ensure adequate training is being provided as needed. 
• Manage regional Warranty Department to ensure all Factory Campaigns are completed and reimbursement is achieved.  
• Develop and manage attainment of annual and mid-year budget and Parts and Service strategic plan to maximize use of corporate assets and meet market expectations for delivery and service products.  Develop and manage expense budgets and monthly forecasts. Prepare accurate and timely monthly reports. 
• Negotiate and manage interfaces between KSW departments and OEM suppliers as they relate to contract commitments, RAMPs, Cap Cost and value-added/lifecycle programs and product support issues. Administer dispute resolution between KSW and customers, and KSW and Suppliers/Vendors. 
• Ensure the adequate training of PSSR’s for product knowledge, service sales and skills.  Manage development and availability of printed and electronic Service sales and marketing materials. Participate in regional industry-related organizations. 
• Support and develop company policy and procedures. Maintain, administer and manage appropriate policies and procedures for operations, compliance and Safety.   
• Performs additional duties as required to achieve company goals and increase overall company profitability. 
   

Qualifications/Requirements

• High school diploma or general education degree (GED) required 
• Associate Degree in Diesel Technology or equivalent preferred
• 15 + years related experience and/or training; or equivalent combination of education and experience 
• Strong organizational, leadership and management skills. Ability to work with customers, motivate employees and work with internal departments to achieve desired results. 
• Knowledge of Komatsu products and distribution product support management for the construction utility, rental and mining industries 
• Understanding of distributor business operations and customer requirements, including accounting, credit, engineering, product support, warehousing, rebuild facility operations, IT and sales functions 
• Ability to read and comprehend simple instructions, short correspondence and memos 
• Ability to write simple co