Global Product Support Manager
6 days ago
The Global Product Support and Reliability Manager is responsible for developing and leading the factory aftermarket product support and reliability strategy 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.
Key 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.
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