Global Factory Product Support Manager

Date: Nov 4, 2024- Location: Lively, ON, CA, P3Y 1K6- Req ID: 31645- Onsite or Remote: Hybrid PositionKomatsu 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 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 Factory Product Support Manager** is responsible to drive service program growth and profitability through the leadership of the product factory technical support teams providing tier 4 technical troubleshooting support and information services globally for field assembly, commissioning, and rebuilds of all underground hard rock product lines. The position will lead their team in the development, implementation and continuous improvement of factory technical support operating standards for hard rock products including service branding/scripting, forms and tools, work processes, safe service support protocols and performance metrics. Operating standards, training, tools will then be implemented with Komatsu global distributor field service teams to enable quality service of hard rock products within their geographic territory of coverage. This position will be based in **Sudbury, Ontario, Canada**.

**Key Job Responsibilities**:

- Manage a team Factory Product Support Specialists, Service and Warranty Administrators to support new machine field implementations, installed product maintenance and rebuild projects and to deploy factory representation globally for tier 4 troubleshooting support.
- Develop and maintain metrics and a balanced scorecard to be part of the Service Excellence Operation Standards with respect to new machine builds and rebuilds for underground hard rock equipment.
- Ensure safe, efficient, quality technical service support is provided to Komatsu customers by ensuring Komatsu distributors have the technical capabilities and support to service regional customers.
- 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.
- Working through factory product support team and regional services teams, ensure health and safety is always the first priority and strive to find safer ways for customers to work with Komatsu products.
- 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 product commissioning, maintenance 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.
- 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 T