Field Product Support Engineer

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

  

• Provide control & automation technical support for North America’s longwall fleet of KMC products.
• Assist in the commissioning of C&A features that are being introduced to the field.
• Train customers and field service on the commissioning, operation, and maintenance of new and existing C&A features.  Mentor and supervise the control and automation activities of field service representatives.
• Document product issues and drive resolution through the OE and regional product teams.
• Seek the feedback of our customers and field service. Identify and document potential product improvements.
• Actively participate in regular meetings with the product teams to raise awareness of product issues.
• Investigate field issues, analyze machine data, apply engineering theory and related practical knowledge to troubleshoot, diagnose, and recommend actions that will return equipment to an operational state.  Produce reports that clearly document the findings of investigations.

Key Job Responsibilities

• Establish and utilize remote monitoring technology to connect equipment in the field to identify, investigate and solve problems on KMC equipment.
• Lead user groups and/or present during technical forums, either on-line or in person.
• Develop equipment specifications, requirements, and recommended practices to support KMC products.
• Draft commissioning procedures, installation guidelines, test procedures, or similar technical documentation for electrical, software, or mechanical systems.
• Perform root cause analysis and assist others in support of the product reliability review process.
• Set up and operate test equipment to evaluate performance of assemblies or systems and record results. Analyze and interpret test information to resolve design-related problems.
• Perform machine audits, generate gap analysis and recommend repairs, upgrades, new designs, or maintenance strategies to resolve identified issues.
• Develop and deliver training material on maintenance and troubleshooting for regional service and training personnel.
• Execute field campaign coordination with KMC service regions.
• Lead cross functional teams on field projects for system implementation.
• Travel to customer sites and workshops throughout North America to commission and test control and automation features.

Qualifications/Requirements

Bachelor’s Degree related to Engineering, Technology, or Mining; or equivalent experience in related field.

5+ years of related industry experience. 3+ years of Product Level experience.

Advanced understanding of technical specification, blueprint & schematic reading.

Excellent verbal and written communication skills.

Ability to manage product issue campaigns and product level teams/groups.

Ability to collect and analyze data.  Ability to prepare formal reports on findings and supply recommendations.

Ability to prepare formal reports usable by all facets of the organization.

Ability to lead repairs in field with maintenance and repair personnel.

Ability to produce training material and assist in training of Field and Factory Service Representatives or customers as needed.

Additional Information

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.