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Loader Support Project Manager
3 months ago
Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing 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. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Job OverviewThe Loader Support Project Manager - LATAM is a key Role in supporting Regional Distributors and the Komatsu Factory in the commissioning and provision of ongoing technical support to enhance performance and overall availability of the Wheel Loader
Fleet in Latin America. This Role will:
Lead the Regional Support Team as the primary Service Point of Contact (POC) between the Region and the Produc tGroup for Electric Wheel Loaders (EWL).
Collaborate with Service Center Leadership to understand Customer needs, support activity to define market potential, drive On Time Delivery (OTD), & help provide inputs for parts sales and profit goals. Travel to Komatsu Regions to visit Customers and review business environment.
Implement global support strategies within the defined region of Latin America (LATAM). Develop working relationships and regular communications with Regional Service and Sales Teams.
Serve as the liaison with Product Group and Regional Service and Support Representatives by prioritizing work & issue resolution for the best service support.
Travel throughout the region to visit customers, service centers and review business environment within the LATAM region. Plan for minimum of 4 visits per year, to LATAM regional meetings or more as needed.
Coordinate activities with Service, Product Marketing and Product Management, assisting them in establishing technical requirements.
Support service opportunities with their region(s), proactively ensuring they have information needed to increase our service market share.
Support the regional team with customer interactions in order to understand Voice of the Customer and provide the subject matter required to win the sale or resolve a product issue.
Lead region support initiatives that improve our productivity and better support our customers.
Support development of quotations with the region and follow up with information needed to win service sales.
As needed, work with Presidents, VPs, GMs, and Regional/District Sales and Commercial Managers in the region to grow loyalty programs and Life Cycle Management (LCM) and Performance LCM (PLCM) agreements.
Set priorities for support activities and issue resolution in the Customer Relationship Management (CRM – Sales Force)system to help position us as a world-class service company.
Understand and keep current on regional service, sales and support metrics in SAP, Salesforce, and/or other systems.
Attend regional business reviews and sales meetings with the regional teams and customers.
Review monthly service sales reports from accounting and review inventory and delivery performance with planning group, comparing actual results against established metrics and KPI targets; create and implement plans to closeperformance gaps.
Report on-time delivery metrics; identify and lead initiatives to improve performance with regional collaboration.
Coordinate with Aftermarket Marketing on new product promotions and parts introductions.
Bachelor's Degree (Engineering, Business, Supply Chain, etc.) or related experience.
Demonstrated business acumen, detail oriented, with strong verbal and written communication skills in English andSpanish, with some Portuguese also preferred.
5+ years of related technical and managerial experience.
Proven successful project management skills.
Ability to interact and influence all levels of an organization and handle a variety of projects.
Independently travel throughout the Region and feel comfortable interacting with Regions and Customers of different cultures.
Ability to quickly learn surface mining products, the Komatsu organization, customer service, strategic selling, andmarketing.
Understanding of Balance Sheets and Profit/Loss Statements is a plus.
Solid MS Office Suite (Word, Excel, PowerPoint, Outlook) skills.
Strong leadership skills with the ability to work across department lines to influence and build consensus.
Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
