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Technical Support Specialist
2 months ago
We are seeking a highly skilled Factory Technical Support Specialist to join our team at Komatsu. As a key member of our global support team, you will be responsible for providing expert technical service assistance to our customers and distributors worldwide.
Key Responsibilities- Provide second-tier quality technical support to customers when field support is not available or cannot resolve customer technical questions or concerns.
- Ensure customers are provided with technical data as needed to support the troubleshooting, repair, and maintenance of both new and rebuilt equipment.
- Assist engineering, sales, and product management teams in developing customer specifications when preparing specific machine proposals.
- Assist in creating capital equipment product priority parts listings.
- Report any EHS concerns, including product-related issues.
- Provide technical training to customers and service regions on proper operation, maintenance, and troubleshooting practices.
- Provide technical support to end-users, operators, and regional/dealer service personnel in cases of complex technical issues.
- Provide relevant feedback to the factory to enable improvements to the equipment or its operation.
- Assist in compiling accurate data to process warranty claims and engineering machine improvements.
- Review spare parts recommendations and develop accuracy of Machine Life Operating Costs (MLOC).
- Investigate warranty claims proactively and reactively to enhance customer satisfaction and provide feedback to the respective factories.
- Assist operations with field-testing and trials of new products and updated components to ensure proper and safe operation.
- Perform equipment demonstrations in a safe manner.
- Assist in training distributors/dealers as applicable.
- Complete accurate time records, technical reports, failure reports, and parts lists as applicable.
- Technical certification or diploma in heavy equipment mechanic/fitter or similar.
- Technical certification in electrical technology with certification to work on high voltage (309A and 442A).
- Dual Trade certificate and experience with Battery Electric Vehicles highly desired.
- 7 years of extensive experience with underground mining equipment, specifically underground drills and/or bolters, is an asset.
- Demonstrated ability in key aspects of technical troubleshooting and life cycle management reporting.
- Knowledge of hydraulics and electrical systems.
- Ability to read and interpret equipment schematics.
- Strong diagnostic and problem-solving skills.
- Ability to facilitate technical training and impart detailed information.
- Ability to work in a team environment.
- Written and verbal communication skills.
- Flexible, self-motivated, and driven to achieve customer satisfaction goals and targets.
- Good computer literacy.
- Ability to work varied shift schedules in an underground environment when required.
- Ability to travel as required with a valid passport and driver's license.
- Bilingualism with English proficiency is required.
Komatsu is an organization committed to diversity and inclusion in support of growing a global team to achieve our business results and create a better future every day for our globally based employees, customers, partners, and communities.
We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, or disability. Accommodations during the recruitment process are available upon request.
