Technical Support Specialist

4 weeks ago

Sudbury, Ontario, Canada Komatsu Full time
Job Overview

Komatsu is seeking a highly skilled Factory Technical Support Specialist to join our team. As a key member of our global support team, you will be responsible for providing expert technical service assistance to our customers and distribution service teams around the world.

Key Job 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.
Qualifications/Requirements
  • 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.

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