Client Services Tech. Support Specialist

2 weeks ago

Port Moody BC, Canada Komatsu Full time

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.



Modular Mining Systems is the global leader in mine management technology and a wholly owned subsidiary of Komatsu Ltd. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer and the service we deliver set us apart in the Mining Technology industry. We're more than a company, we're a community of passionate, creative professionals striving toward a shared vision: to revolutionize the way the mining industry operates.


With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation and encourages you to think big, share ideas and be yourself.



Our Field Support Specialists review customer product status and usage, establish improvement opportunities, and help our customers utilize our technology optimally; ensuring that the highest quality and value is being delivered. Field Support Specialists contribute data-driven insight to projects, reviewing mining processes, SOP's and their integration with our suite of products. Our Field Support Specialists also provide consulting services and valuable insight to our customers, ensuring processes and procedures support, and align with their Mine Plan. Working with our Performance Assurance Leads, our Field Support Specialist will work collaboratively in executing each of these PA (Performance Assurance) engagements.


This position forms part of a dedicated professional team focusing on maximizing the value in use provided by our industry leading products and solutions to our customers' operations. This initiative is based on the Japanese concept, GEMBA.


If you consider yourself someone who can apply technical know-how to create practical solutions in a dynamic and team-oriented environment, this is a great opportunity to work side by side with some of the biggest innovators in the Mining technology industry.



Assessing mine site operations and overall performance using data analysis; including fleet utilization, fleet productivity, cycle effectiveness, loading process, etc...
Generating, implementing and presenting Performance Assurance and Mine Planning performance indicators according to the scope of work.
Ensuring proper development of the Performance Assurance process in Canada and globally.
Support client training, assisted operations, continuous improvement projects, and advise on system usage and navigation.
Facilitating workshops, training, and coaching initiatives to ensure proper product awareness, ability and education for Modular clients.
Technical troubleshooting with assistance from Modular's technical support staff.
Creating, implementing and monitoring satisfaction programs to ensure that our clients success is held in the highest regard.
Bachelor's degree in Mining Engineering, or related field, or 3+ years mine site work experience.
Experience in mining and/or knowledge of the related terms, processes, technology applications and solutions.
Working knowledge of data analysis methods and tools.
Process improvement training/qualifications such as Six-Sigma.
Experience with Modular or related Fleet Management or Machine Guidance products.
If not a native English speaker, advanced English proficiency (both written and oral).
Team oriented, flexible with job requests, and a self-starter in the work environment.
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