Manager, Service Reliability

2 months ago

Peoria, Illinois, United States Komatsu Full time

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 Overview

The Service Reliability Manager oversees global product issue resolution by categorizing and analyzing regional issues. They leverage Senior Technical Support Engineer's skills to assess product failures across different applications, considering urgency and financial impact. This role involves escalating significant issues through the Komatsu JuHIN process, collaborating closely with quality, engineering, and vendors. The manager attends JuHIN meetings, contributes to countermeasure development, and advises on local resolutions until final solutions are implemented. They also update Mining Service Managers and Distributors on JuHIN progress, manage Field Campaigns and warranties, and utilize data analytics to report KPIs and support technical service needs when required.

Key Job Responsibilities
  • Product Issue Resolution: organize regional product issues, categorizing and analyzing them from a global perspective. Ability to consolidate product failures considering various applications, maintenance practices, urgency, and financial impact on both our customers and Komatsu. Responsible for escalating qualifying product issues through the established Komatsu JuHIN process.
  • QA/Engineering Support: manage all escalations through the formal Komatsu JuHIN process, working with QA, Engineering, and Komatsu vendors. Attend all meetings related to JuHIN progress, provide additional input as required during the countermeasure development process, and advise on local mitigation resolution until final countermeasures are implemented. The individual will collaborate with Senior Technical Support Engineers and Mining Service Managers to deploy Engineering Field Tests when necessary.
  • Field/Distributor Notification: update Mining Service Managers and Distributors on JuHIN implementation progress, including research details, development updates, testing outcomes, final countermeasures, and deployment schedules. Evaluation of local mitigation resolutions will inform final countermeasure designs.
  • Field Campaign and Warranty Management: collaborate with QA to deploy Field Campaigns, supporting local mitigation efforts and final countermeasures. Additionally, the manager will incorporate Field Campaign status metrics related to outstanding campaigns, total dollar exposure, and required man-hours into regular reports. The individual will also support Senior Technical Service Engineers in warranty adjudication processing and reporting.
  • Data Analytics: collect, monitor, analyze, and generate reports associated with Komatsu's Product Support activities. They will report annually to Executive Management on key performance indicators (KPIs) related to Product Support goals. Using PowerBI software, they will participate in managing Komatsu's RM&D data reporting project, correlating machine data with actual events to support dispatch of Rx tickets for repairs and manage a metrics database for trend tracking and management reporting.
  • Technical Service: act as a regional Service Engineer substitute as needed to assist with backlog or absences.
Qualifications/Requirements
  • B.S. Degree in a technical discipline (Engineering) and 8+ years of field service or technical service experience in the heavy industrial equipment industry.
  • Superb technical knowledge of heavy industrial equipment. Successful candidate must possess a history of consistent technical training. Candidates that have successfully completed training specifically for Komatsu's Electric Drive Trucks are preferred.
  • Strong negotiation skills: successful candidate must possess a minimum of 8-years of negotiation and conflict resolution experience.
  • Ability to train/mentor/lead: successful candidate must have prior experience in managing technical systems and developed skills to work in a team atmosphere.
  • Good interpersonal skills/effective communicator: successful candidate must demonstrate effective verbal and written communication skills. Prior training experience is preferred.
  • 25% (10 – 15 days) travel per quarter will be required.
  • MSHA surface mine certification preferred.
  • Physical Requirements: Physical ability to work at a mine site, which has mining / heavy industrial equipment and associated personnel performing varied assembly work, some of which includes heavy / hot work (e.g., welding). The work environment is consistently changing. This work will commonly require walking around equipment including across uneven surfaces common in mining location.
  • While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.
Additional Information

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.

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