Global Product Support Manager

3 weeks ago

Sudbury, Ontario, Canada Komatsu Full time
Job Overview

The Global Product Support and Reliability Manager will lead the development and implementation of a comprehensive product support strategy for Komatsu's hard rock products. This includes directing a team of Factory Technical Support Specialists to provide global support for field assembly, commissioning, and rebuilds of underground hard rock product lines.

Key Responsibilities

  • Develop and execute a product support strategy to ensure timely and efficient technical service support to Komatsu customers.
  • 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 Komatsu distributors have the technical capabilities and support to service customers effectively.
  • Develop and drive factory technical support operating standards for hard rock products, including service branding, scripting, forms, and tools.
  • Partner with the technical programs team to define technical documentation and training content/curriculum needs for Komatsu distributors.
  • Manage technical issue resolution capability, product reliability, and participate in the Product Reliability Review Board, Hard Rock Juhin Committee, and Product Safety Committee.
  • Drive assembly and rebuild service growth and profitability 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.
  • 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 electrician.
  • Minimum of five years leading and coaching a diverse technical team.
  • Minimum 2-3 years developing and executing broad business strategies.
  • Experience driving strong health and safety values across teams.
  • Strong technical background in electrical and/or mechanical/hydraulic technologies.
  • Significant exposure to product assembly and rebuilds, product reliability, issue resolution.
  • Strong knowledge of the mining industry and mining operations.
  • Experience with product costing and service labor modeling.
  • Strong project management skills.
  • Strong business planning and organizational skills, and the ability to prioritize work as needed.
  • Strong oral and written communication skills.
  • Ability to work within a broad matrix organization and travel internationally as required.
  • Ability to work underground.
  • Ability to travel globally with a valid passport and driver's license.
  • Legally eligible to work in Canada.

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