Product Support Lead, Drilling Retrofits

3 weeks ago

Lively, Canada Komatsu Full time

Date: Feb 14, 2024- Location: Lively, ON, CA, P3Y 1K6- Req ID: 28571- Onsite or Remote: Hybrid PositionKomatsu is an indispensable partner to the construction, mining, industrial, and forestry industries that maximizes 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. Our Komatsu, P&H, Joy, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton equipment and services are used to extract fundamental minerals and develop modern infrastructure.

Focusing exclusively on the underground hard rock, underground soft rock, and surface mining sectors, Komatsu Mining designs, manufactures, distributes, and services extensive product lines of highly reliable P&H surface mining equipment and JOY underground mining machinery used to cut, crush, load, and convey coal and industrial minerals worldwide. Komatsu Mining's products and related services are used extensively for mining coal, copper, iron, gold, and other mineral resources, and the company employs people worldwide.

**Komatsu Mining Corp. offers rewarding experiences and unique growth opportunities in addition to the following**:

- Competitive wages
- Annual Bonus
- Comprehensive benefits package (health & dental, vision coverage, healthcare spending account, and life insurance)
- Personal wellness allowance
- Company-sponsored registered pension plan (RPP) and matching program.
- Paid uniform and personal protective equipment
- Paid vacation time
- Paid sick time
- Company-supplied tools
- Trades apprenticeship and training opportunities
- Training and education support
- Employee social engagement activities and benefits
- Industry-leading site safety statistics
- Sustainable employment
- Ability to be a part of an exciting and innovative company developing new state-of-the-art technology and equipment

**Job Overview**:
Reporting to the Global Product Support & Reliability Manager, the **Product Support Lead, Underground Retrofits **will be responsible for delivering maximum product performance and reliability through consistent product support process deployment.

This position will lead a team of Factory Technical Support Specialists in the support of Komatsu’s drilling retrofits and conversion business, Supporting the products produced from the Timberock product line which include conversion feeds, bolting heads, pumpable resin conversions, as well as the Montabert drifter product line of drilling and bolting rockdrills. This includes tier 4 troubleshooting and technical support globally, executing field campaigns, & product commissioning. This also includes providing technical guidance & hands on field support to factory technicians, end users, operators in cases of complex technical issues, product commissioning or field testing.

Finally, this role will act as SME for various groups across the Hard Rock group to address product quality issues, continuous Improvement in collaboration with engineering and product management and assist factory with new product development.

**Key Job Responsibilities**:

- Together with the Technical Support Specialist for Retrofits, attend distributor requests for executing drifter conversions on non Komatsu equipment. Including but not limited to performing the installation, onsite modification, commissioning and performance review of operation during initial stage of conversion.
- Lead, supervise, and deploy Factory Technical Support Specialists to execute selected field campaigns to accelerate product issue resolution.
- Develops and coaches on product support processes, procedures, policies and programs for tier 4 Factory Technical Support Specialists and for tier 1, 2 & 3 in the Komatsu distributor network
- Lead new product launch campaigns with technical expertise during product testing, trials and commissioning. Provides guidance to the field on machines new to a territory.
- Manages product issue management & resolution PIM&R, starting with the creation and overall management of product issue projects (PIT).
- Identify needs and develop plans for execution of product issue resolution in the field. (i.e. leads RCAs and FMECA with engineering, and make decisions to execute the plan)
- Coordinates with internal/external stakeholders to triage issues reported from the field, in collaboration with stakeholders: engineering, manufacturing, quality, suppliers, and product support and reliability.
- Ensure customers are provided with technical data by Komatsu distributor product support organizations or directly as needed to support the troubleshooting, repair and maintenance of both new and rebuilt equipment.
- Assist spare parts recommendations and develops accuracy of Machine Life Operating Costs (MLOC).

**Qualifications/Requirements**:

- Degree/Dipl

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