Product Support Manager, North America

Komatsu; Chicago (IL); Remote; USD 103,000 - 129,000; Full time

Job summary

A leading company in the mining sector seeks a candidate responsible for ensuring distributor and customer success by resolving product issues and providing technical support. The role involves diagnosing equipment problems, managing warranty claims, and conducting training. Ideal candidates will have extensive experience in heavy equipment service and exceptional communication skills.

Qualifications

• 5 years' industry experience in the repair and service of heavy equipment.
• Demonstrated success in a project management role.

Responsibilities

• Diagnose and resolve technical problems on Komatsu's Electric Wheel Loader mining equipment.
• Advise on operational and maintenance best practices for surface mining equipment.
• Review and adjudicate warranty claims.

Skills

Communication Skills

Project Management

Troubleshooting

Education

Associate degree or technical training

Tools

Microsoft Office

Job description

Job Overview

The successful candidate will be responsible for facilitating mining distributor and customer success by identifying and resolving 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

1. Diagnose and resolve technical problems on Komatsu's Electric Wheel Loader mining equipment line.
2. Advise on operational and maintenance best practices for surface mining equipment.
3. Review and adjudicate warranty claims.
4. Prepare reports and presentations on machine performance.
5. Coordinate project start-up and manage assembly, commissioning, and delivery of machines.
6. Serve as mediator for disputes and execute policy settlements.
7. Conduct meetings to manage product acceptance through continuous improvement.
8. Compile reports on quality issues for factory engineering review.
9. Coordinate field investigations and machine testing.
10. Implement factory updates to machines.
11. Manage training plans for servicing agent personnel.
12. Perform Root Cause Analysis (RCA) investigations.
13. 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: Exceptional verbal and written communication skills, with the ability to resolve problems and present technical information to servicing agents, customers, and stakeholders.
• Computer Skills: High proficiency with Microsoft Office applications and experience with computer-based troubleshooting on heavy equipment.

Compensation and Benefits

Salary:

US: $103,000 - $128,800 + 10% bonus

Canada: $134,764.60 - $168,454 + 10% bonus

Diversity & Inclusion Commitment

We are committed to creating a diverse workforce that reflects our communities, fostering an environment of authenticity, ambition, and innovation. Join us in building a sustainable future.

Company Information

Komatsu is a global leader in manufacturing construction, mining, forestry, and industrial equipment, with a history dating back to 1921. Headquartered in Tokyo, Japan, we operate in over 140 countries with more than 60,000 employees. We offer a challenging environment where you can grow your skills and contribute to a sustainable future.

EEO Statement

Komatsu is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.