Product Performance Manager

2 weeks ago

Sparwood, 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 TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

Facilitate mining distributor and customer success by: identifying and driving the resolution of 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.

Key Job Responsibilities
  • Train servicing agent as required to follow through on remaining contract obligations. Monitor contract performance and manage corrective actions to close any shortfalls in mining equipment performance.
    ​​​​process. Prepare reports, presentations, charts/graphs, and other documents to summarize Komatsu machine performance.
  • Coordinate project start-up with customer and servicing agent after sale is complete. Manage assembly, commissioning and delivery of machines to customers in accordance with contract delivery terms.
  • Structure support terms for the sale of new machines in the market (delivery terms, up time, operating cost guarantees, etc).
  • Serve as mediator to resolve any disputes between the customer and servicing agent. Execute policy settlements (outside warranty) on behalf of Komatsu. Settlements will need to be authorized by Komatsu if the settlement value exceeds $10,000 per issue.
  • Conduct meetings with servicing agent and customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL
  • Support servicing agent with diagnosing and resolving technical problems on machines. Advise servicing agent and customers on operational and maintenance best practices for surface mining equipment.
  • Compile reports to document quality issues on the machines in the market on an ongoing basis for Komatsu factory engineering review. Coordinate field investigations or 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 the servicing agent personnel. Conduct ongoing training courses for the servicing agent and the customer on machine systems (VHMS, Komtrax, PLM, Wabtec Control, Interface Module, etc.) and on Komatsu Service systems (Warranty, CSS Portal, Salesforce, SQIS, etc.)
  • 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.
Qualifications/Requirements
  • Education: Associate degree or technical training related to the repair and service of heavy equipment. Four-year college degree preferred.
  • Experience 5 years industry experience in the repair and service of heavy equipment.
  • 2 years' service management experience preferred.
  • Demonstrated success in a project management role.
  • Excellent interpersonal skills/effective communicator: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to resolve problems and present technical information to servicing agent and customer management staff. 
  • Computer skills: High-level proficiency with Micrsoft Office applications (Outlook, PowerPoint, Word, Excel) and web browsers. Familiarity with SAP and Salesforce is a plus. Experience with computer-based troubleshooting on heavy equipment (fault code analysis, machine downloads, etc.) 
  • Technical skills: Excellent knowledge of mechanical, electrical and hydraulic systems required.
  • Travel: Requires travel up to 75%
  • Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.
  • Must possess a valid driver’s license and be able to safely operate a company vehicle.
Additional Information

This position covers the Western Canada region. Must be able to legally be employable in Canada.

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.

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