Product Support Manager, North America

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

Job summary

A leading company in heavy equipment manufacturing is seeking a Product Support Manager for North America. This remote role involves providing technical support for mining equipment, managing warranty processes, and ensuring customer success. The ideal candidate will have extensive experience in heavy equipment repair and project management, alongside exceptional communication skills. Join a diverse and inclusive workforce committed to sustainability and innovation.

Qualifications

• 5 years’ industry experience in heavy equipment repair and service.
• Proven success in project management roles.

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

Project Management

Communication

Education

Associate degree or technical training

Job description

Product Support Manager, North America

Date: May 9, 2025

Location: Chicago, IL, US, 60631

Remote Position: Yes

The successful candidate will facilitate mining distributor and customer success by identifying and resolving Komatsu mining product issues, managing relationships at factories and distributors, serving as the local proponent for the Technical Service Information (TSI) process, providing technical support for new mining equipment installations, managing 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

• Diagnose and resolve technical problems on Komatsu’s Electric Wheel Loader mining equipment line.
• Advise on operational and maintenance best practices for surface mining equipment.
• Review and adjudicate warranty claims.
• Prepare reports and presentations on machine performance.
• Coordinate project start-up and manage assembly, commissioning, and delivery of machines.
• Serve as mediator for disputes and execute policy settlements.
• Conduct meetings to manage product acceptance through continuous improvement.
• Compile reports on quality issues for factory engineering review.
• Coordinate field investigations and machine testing.
• Implement factory updates to machines.
• Manage training plans for servicing agent personnel.
• Perform Root Cause Analysis (RCA) investigations.
• 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 heavy equipment repair and service.
• Proven success in project management roles.
• Exceptional verbal and written communication skills for technical problem resolution and presentations to stakeholders.

Compensation

US: $103,000 - $128,800, Bonus: 10%

Canada: $134,764.60 - $168,454, Bonus: 10%

Diversity & Inclusion

At Komatsu, we value diverse backgrounds and perspectives. We are committed to creating an inclusive workforce that reflects the communities we serve. Our goal is to foster an authentic, ambitious, and innovative environment as we pursue a sustainable future together.

About Komatsu

Founded in 1921, Komatsu is a global leader in manufacturing construction, mining, forestry, and industrial heavy equipment. Headquartered in Tokyo, Japan, with facilities and distributors in over 140 countries, we employ more than 60,000 people. We offer a challenging work environment where you can develop your skills, contribute to sustainability, and grow your career.

EEO Statement

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