Project and Service Manager

2 months ago

Portland, Oregon, 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.

Key Job Responsibilities

Drive and Foster Komatsu Safety Culture with the Service Team. Lead Daily Toolbox Safety Talks and ensure Field Safety Risk Assessments are being completed correctly.

Ensures team complies with DOT regulations.

Develop and drive to completion assigned process improvement projects in component repair, OE rebuild, and field services

Support lean analytical, statistical and problem solving initiatives. Using these tools to identify areas of waste and inefficiency and participate in development of the recommended solutions

Support service strategy metrics and reporting initiatives.

Participate in creation of improvement roadmaps for all aspects of the service business

Be a Service Excellence expert

Develop and drive service operating standards for LeTourneau and other FMBD products including service branding/scripting, forms and tools, work processes, joy global technician and customer training programs and certification requirements, pricing models and service support protocols

Lead, Mentor and train the Service Team to grow the overall teams skills and service competency levels

Complete global market intelligence on service offerings including competitor data and customer needs analysis to support FMBD regions with pro-active service initiatives relevant to their markets.

Provide project management support to successfully implement strategy design and transition process for service facilities based in the FMBD markets.

Ensure Service projects and plans are delivered on time and within budget

Schedule and adjust service team to meet customer service and repair needs

Collect, prepare and review service billing hours and components charged to customers and submit for billing in a timely manner. all projects.

Prepare required project plans, presentations and progress reports to inform management of status on all projects. Communicate progress with leadership as required

Ensure proper execution and use of Komatsu standards within facilities

Monitors and Manages Service truck fleet, fuel usage and driver performance

Assists Warehouse team in identifying parts as needed

Collaborate with service leadership to drive continuous improvement culture and environment

Participate in Service Excellence training events

Support/Share/Implement best practice recommendations and documentation for customer satisfaction, service standards, support KPIs, training levels, and service offerings.

Develops, trains and support other regional service and warehouse operations as needed.

Participate in Service Excellence training events

Support/Share/Implement best practice recommendations and documentation for customer satisfaction, service standards, support KPIs, training levels, and service offerings.

Develop Service quotes for customers.

Project cost budgets to be rolled up to department operating budgets.

Develop service pricing models, training programs, etc. and roll out to FMBD Sales Regions

Implementation of Service Excellence Operating Standards within FMBD business areas

Providing service standards to all FMBD Regions selling Komatsu or other FMBD products.

Qualifications/Requirements

Strong technical background in electrical and/or mechanical/hydraulic technologies

Strong LeTourneau Stacker and JC 40 Crane product knowledge and expertise

Ability to work and develop programs within defined budgets.

Strong project management skills

Ability to influence others in the direction of a project.

Ability to negotiate with internal and external resources

Ability to demonstrate a positive attitude and motivate/influence groups

Strong organizational and coordinating skills, and the ability to prioritize work as needed

Strong documentation skills to track global project status with highly technical details

Strong team player on cross-functional teams with excellent people skills

Strong oral and written communication skills

Experience using Microsoft Office and database software

Additional Information

Challenging position to grow and rebuild our Service Team to exceed former LeTourneau Service levels and competencies and aftermarket servicing. Assisting regions learning new products and service requirements. This position will be responsible for substantial improvements over a short time period

Position functions in global environment, in attempt to harmonize service standards for all FMBD customers

Many cultural differences internally and externally amongst customers

Working across numerous time zones requires varied work hours as required.

Prioritizing initiatives globally that will serve a bigger purpose and increase revenue opportunities while maintaining cost control.

Regional Sales Managers – Training and leadership on deployment of Service standards, monitoring to ensure results are sustained over the long term, drive ownership of service standards to the department leaders

Regional Field Service Managers – Update on core team activities, request funding approvals, project selection and annual planning discussions, resource requests

FMBD leadership team – Update leaders on core team activities and results of activities, request project funding approvals

Functional Leaders (plant and regional level) – Ensure involvement and ownership from all cross functional leaders within repair, rebuild and service facilities

Factory technical support/Contract Former Employees with Extensive Service knowledge - provide training materials and support for training standards program development and certification requirements

Exempt and Non Exempt employees – serve as subject matter expert when questions arise within various functional areas

Supply Chain and Operations – ensuring collaboration and efficiency in implementation of all service projects

Mill and Forestry Customers

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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