Global Support Supervisor

Komatsu Ltd.; Tucson (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Komatsu Mining Technology Solutions in Tucson, Arizona leads global support and deployment for our modular mining tech. You will manage a dispersed team, align with regional support groups, and drive process improvements to reduce tickets and escalate issues.

The role requires strong DevOps experience, Linux and cloud skills, and the ability to define KPIs, mentor staff, and implement product knowledge transfer across teams globally.

Qualifications

• Bachelor's degree in computer science, engineering or related field or 5 years of equivalent work experience.
• 5+ years of experience leading and motivating a team of similar size and capability.
• Experience working within DevOps strategies and methods throughout the deployment and validation process.
• Expert product/domain knowledge.
• Strong analytical and problem-solving skills.
• Experience providing exceptional technical support to internal and external customers.
• Experience using/working in a Linux environment.
• Linux command-line proficiency, package management, understanding of filesystems and file permissions, shell scripting, system and service management, networking, security, system performance monitoring.
• Experience with computer networking, including TCP/IP stack protocol inspection.
• Basic knowledge of and deployment experience with Kafka and Postgres.
• Basic SQL knowledge and experience.
• Experience with observability/monitoring (Grafana, Prometheus).
• Experience with CI/CD pipelines (Azure devops is preferred)
• Experience with cloud providers (Azure is preferred)
• Proficiency in containers and orchestration platforms (Docker and Kubernetes are preferred);

Responsibilities

• Collaborate and communicate across business units within MTS to achieve goals and objectives.
• Maintains compliance to all legislative, MTS and customer site policies, rules and requirements.
• Reinforce awareness and demonstrate commitment that safety is our top priority and “zero accidents” is achievable.
• Management of Global Support & Deployment team.
• Contribution to standard human resource management responsibilities such as recruitment, performance management, team motivation, administration, onboarding, policy implementation.
• Assign and track the team’s workload to ensure that all tasks are completed on time, within budget, and to customer specifications.
• Provide leadership, guidance and mentoring to direct reports.
• Help to create a team environment which fosters individual and team growth.
• Help define and implement KPI’s and monitor team performance
• Build and maintain a profession, competent and high-performing team that can deliver on the company and department goals.
• Use advanced system and subject knowledge to look for innovative ways to reduce the quantity of support tickets created and escalated to higher levels of support.
• Work directly with regional support teams both remotely and in person to expand product and technical knowledge.
• Identification of hardware/software component or configuration issues using comprehensive system and data analysis.
• Manage and participate in development field tests, first commercial installations (FCI) and customer installation support (CIS) processes.
• Introduce and upskill support teams globally on new products and technologies the company is implementing.
• As an SME suggest changes to products or services to help fulfill customer needs/wants.
• Oversees product knowledge transfers, knowledgebase expansion and compliance with standard Global Support & Deployment KPI’s and processes.
• Contributes to the development of processes, procedures and KPI’s followed by teams globally thorough technical and product knowledge

Skills

Team leadership

DevOps

Problem solving

Time management

Analytical thinking

Customer support

Linux

Networking

SQL

Observability

CI/CD

Cloud (Azure)

Containers (Docker/Kubernetes)

Root cause analysis

Education

Bachelor's degree in CS/Engineering

Tools

Docker

Kubernetes

Azure DevOps

Azure

Grafana

Prometheus

Kafka

Postgres

SQL

Job description

Job Location (Short): Tucson, Arizona, USA, 85706

Requisition ID: 37389

Onsite or Remote: Onsite Position

Shape the Future of Mining with Komatsu Mining Technology Solutions: At Komatsu Mining Technology Solutions, we're not just talking about progress and innovation - we're making it happen. Our cutting-edge Modular brand solutions are powering mines worldwide, driving efficiency and sustainability in ways thatseemed impossible just years ago.

Major Responsibilities/Essential Functions

• Collaborate and communicate across business units within MTS to achieve goals and objectives.
• Maintains compliance to all legislative, MTS and customer site policies, rules and requirements.
• Reinforce awareness and demonstrate commitment that safety is our top priority and “zero accidents” is achievable.
• Management of Global Support & Deployment team.
• Contribution to standard human resource management responsibilities such as recruitment, performance management, team motivation, administration, onboarding, policy implementation.
• Assign and track the team’s workload to ensure that all tasks are completed on time, within budget, and to customer specifications.
• Provide leadership, guidance and mentoring to direct reports.
• Help to create a team environment which fosters individual and team growth.
• Help define and implement KPI’s and monitor team performance
• Build and maintain a profession, competent and high-performing team that can deliver on the company and department goals.
• Use advanced system and subject knowledge to look for innovative ways to reduce the quantity of support tickets created and escalated to higher levels of support. This includes driving root cause analysis, expanding knowledgebase, assisting in the creation and expansion of support tools, identifying areas for improvement within the products.
• Work directly with regional support teams both remotely and in person to expand product and technical knowledge.
• Identification of hardware/software component or configuration issues using comprehensive system and data analysis.
• Manage and participate in development field tests, first commercial installations (FCI) and customer installation support (CIS) processes.
• Introduce and upskill support teams globally on new products and technologies the company is implementing.
• As an SME suggest changes to products or services to help fulfill customer needs/wants.
• Oversees product knowledge transfers, knowledgebase expansion and compliance with standard Global Support & Deployment KPI’s and processes.
• Contributes to the development of processes, procedures and KPI’s followed by teams globally thorough technical and product knowledge

Required Skills

• This role will require up to 20% travel and will include international travel.
• Bachelor's degree in computer science, engineering or related field or 5 years of equivalent work experience.
• 5+ years of experience leading and motivating a team of similar size and capability.
• Excellent time management with ability to balance conflicting priorities in an organized manner.
• Experience working within DevOps strategies and methods throughout the deployment and validation process.
• Expert product/domain knowledge
• Strong analytical and problem-solving skills
• Experience providing exceptional technical support to internal and external customers.
• Experience using/working in a Linux environment.
• Linux command-line proficiency, package management, understanding of filesystems and file permissions, shell scripting, system and service management, networking, security, system performance monitoring.
• Experience with computer networking, including TCP/IP stack protocol inspection.
• Basic knowledge of and deployment experience with Kafka and Postgres.
• Basic SQL knowledge and experience.
• Experience with observability/monitoring (Grafana, Prometheus).
• Experience with CI/CD pipelines (Azure devops is preferred)
• Experience with cloud providers (Azure is preferred)
• Proficiency in containers and orchestration platforms (Docker and Kubernetes are preferred);

Preferred Skills

• Experience with Microsoft IoT Edge and IoT Hub.
• Experience with production-grade storage solutions for Kubernetes.
• Experience with scripting and programming languages.
• Windows Server and SQL Administration

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.

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 can grow your skills and career, and contribute to a sustainable, clean-energy future. If you are looking for a company that values your talent and potential, be a part of something big and join a team that is shaping the world!

EEO Statement

Komatsu is an Equal Opportunity Workplace and an Affimative 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.