Product Support Manager, Komatsu Germany Shovels- US

Product Support Manager, Heavy Equipment

Join Komatsu and Be Part of Something Big!

Job Overview

Facilitate mining distributor and customer success by identifying and driving the resolution of Komatsu mining product issues. Assist distributors with surface mining equipment troubleshooting, manage key relationships at Komatsu factories and distributors. Serve as the local proponent for the Technical Service Information (TSI) process, provide technical support for new mining equipment installations, and act as the proponent for the mining product warranty process. Provide product support training to distributors.

Key Job Responsibilities

• Support servicing agents in diagnosing and resolving technical and service problems on Komatsu’s surface mining hydraulic shovel equipment line.
• Advise servicing agents and customers on operational and maintenance best practices for surface mining equipment.
• Review and adjudicate warranty claims from servicing agents for Komatsu surface mining equipment in accordance with Komatsu Service Policy and Procedure Manual guidelines.
• Prepare reports, presentations, charts/graphs, and other documents to summarize Komatsu machine performance.
• Coordinate mining equipment project start-up with the customer and servicing agent after the sale is complete.
• Manage assembly, commissioning, and delivery of machines to customers in accordance with contract delivery terms.
• Serve as a mediator to resolve any disputes between the customer and servicing agent.
• Execute policy settlements (outside warranty) on behalf of Komatsu.
• Conduct meetings with servicing agents and customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL process.
• Compile reports to document quality issues on mining machines on an ongoing basis for Komatsu factory engineering review.
• Coordinate field investigations or mining machine testing required by Komatsu.
• Coordinate the implementation of any post and pre-delivery Komatsu factory updates to the machines with the servicing agent and the customer.
• Manage training plans to improve Komatsu machine support capability levels for servicing agent personnel.
• Perform Root Cause Analysis (RCA) investigations on Komatsu mining equipment and major components.
• Interpret and analyze predictive maintenance and machine health data, including oil analysis reports, customer maintenance records, machine downloads, and machine health monitoring data.
• Structure support terms for the sale of new machines in the market (delivery terms, up time, operating cost guarantees, etc.).
• Train servicing agents as required to execute mining equipment contract obligations.
• Monitor contract performance and manage corrective actions to close any shortfalls in mining equipment performance.

Qualifications/Requirements

• Education: Associate degree or technical training related to the repair and service of heavy equipment.
• Experience: 5 years of 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 Komatsu stakeholders.
• Computer Skills: High-level proficiency with Microsoft Office applications (Outlook, PowerPoint, Word, Excel) and web browsers. Experience with computer-based troubleshooting on heavy equipment (fault code analysis, machine downloads, etc.).
• Technical Skills: Advanced knowledge of mechanical, electrical, and hydraulic systems required.
• Travel: Position requires travel of up to 75%.
• Must possess a valid driver’s license and be able to safely operate a company vehicle.

Company Benefits

Komatsu provides an extensive and robust employee benefits package designed to enhance the well-being of our employees and their family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment.

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs.
• Employee time off (vacation and designated holidays).
• Employee and family assistance programs.
• Disability benefits.
• Life insurance.
• Employee learning and development programs.

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. Connected by our core values of ambition, perseverance, collaboration, and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together.

Company Information

Komatsu develops and supplies technologies, equipment, and services for the construction, mining, forklift, industrial, and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For over a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business, and the planet thrive together. Since the company’s founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development, and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all. If you are looking for a company that values your talent and potential, join Komatsu to be a part of something big and help advance modern society. Learn more at www.komatsu.com.

EEO Statement

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.

Key skills/competency

• Product Support
• Heavy Equipment
• Customer Success
• Technical Support
• Warranty Claims
• Root Cause Analysis
• Field Service
• Project Management
• Customer Training
• Mechanical Systems