Global Product Support

2 weeks ago

Lively, Canada Komatsu Full time

Komatsu 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

The Global Product Support & Reliability Manager, Hard Rock is responsible for developing and leading the factory aftermarket product support and reliability strategy in order to achieve targeted equipment performance results. This includes leading a team in the development, implementation and maintenance of standardized factory service processes and programs to guide the development of Komatsu distributor field service teams in their service of underground hard rock products at customer sites around the world. The position will also lead a team of reliability engineering professionals in the performance and life cycle maintenance data analysis of hard rock equipment to drive maintenance standards and program development and implementation. This position will be based in Sudbury, Ontario or within 600km of this city with frequent travel to global distribution markets.
Key Job Responsibilities

Direct a team of Factory Technical Support Specialists to provide support and information services globally for field assembly, commissioning, and rebuilds of all underground hard rock product lines.

Direct a team of Reliability Engineers to establish and maintain product reliability data and analytics in support of maintenance program development and communication to Komatsu sales and service distributors.

Ensure quick, efficient, quality technical service support is provided to Komatsu customers by ensuring Komatsu distributors have the technical capabilities and support to service customers.

Develop and drive factory technical support operating standards for hard rock products including service branding/scripting, forms and tools, work processes, service support protocols.

Develop and drive standard ways of working for Komatsu distributors providing technical support service to customers for underground hard rock products and partner with the technical programs team to define technical documentation and training content/curriculum needs.

Manage technical issue resolution capability, product reliability as an active participant of the Product Reliability Review Board (PRRB), Hard Rock Juhin Committee and the Product Safety Committee (PSC).

Drive assembly and rebuild service growth and profitability as an active supporter and participant in aftermarket product council, service excellence, opportunity management, and through partnership with global Service Directors of Komatsu distributors.

Support service program growth and profitability through field audit programs, Reliability Centered Maintenance (RCM) programs, rebuild and drifter conversion certification programs and other paid technical services.

Define the direction and the development of the field audit program including labor and expense recovery of Factory Technical Support Specialists from Komatsu distributors.

Establish service strategy metrics and reporting initiatives to monitor global service performance.

Qualifications/Requirements

Bachelor’s degree or diploma in Engineering or Technical Trades discipline including mechanic or electrici

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