Product Support Manager, North America

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

Job summary

A leading company in the mining equipment sector seeks a Product Support Manager for North America. The role involves resolving product issues, managing relationships, and providing training. Ideal candidates will have technical expertise and experience in heavy equipment repair. This position offers a competitive salary and a bonus structure, along with opportunities for professional growth in a diverse and inclusive environment.

Qualifications

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

Responsibilities

• Diagnose and resolve technical problems on Komatsu’s Electric Wheel Loader mining equipment.
• Prepare reports and presentations on machine performance.
• Manage training plans for servicing agent personnel.

Skills

Project Management

Communication

Technical Problem Resolution

Education

Associate degree or technical training

Tools

Microsoft Office

Job description

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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, advocating for the mining product warranty process, and delivering product support training to distributors.

Location and Work Details

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 project management.
• Exceptional verbal and written communication skills for technical problem resolution and stakeholder presentations.
• High proficiency with Microsoft Office and troubleshooting software on heavy equipment.

Compensation

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

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

Company and Diversity Commitment

Komatsu values diversity and inclusion, fostering a workforce reflective of the communities we serve. We are committed to sustainable growth and innovation.

About Komatsu

Founded in 1921, headquartered in Tokyo, Japan, with operations in over 140 countries, employing over 60,000 people. We offer a dynamic work environment that encourages growth and contribution to a sustainable future.

Equal Opportunity Statement

Komatsu is an Equal Opportunity Employer, considering all qualified applicants without discrimination.