Product Support Specialist Manager

3 weeks ago

Longview, Texas, United States Komatsu Full time

Job Purpose:

The Product Support Specialist Manager will lead a team of subject matter experts in specific assigned knowledge disciplines as it relates to the identification, management, and resolution of technical issues involving electrical mining shovels and wheel loaders globally.

Key Responsibilities:

  • Facilitate case management for the Tier 4 product queues, manage the end-to-end process flow of technical cases within the Komatsu CRM system.
  • Develop and report out on metrics for all Tier 4 Product Support case management queues including operating and new machines.
  • Support Tier 4 Regional Product Support and Factory teams in identifying and documenting potential product issues, and working with cross-functional business owners conducting root cause analysis, development, and implementation of corrective and preventive actions, and leading the issue resolution process.
  • Own and organize and manage product issues, categorizing, and analyzing considering a global perspective.
  • Develop procedures and processes as it relates to issue escalation for the Product Support Shovel and Wheel Loader teams.
  • Manage the Product Reliability Review Boards (PRRB) and associated processes.
  • Responsible for facilitating the development of technical document creation, work with the subject matter experts to draft technical communications, and then process through workflow approvals before releasing for the regional teams.
  • Also "Knowledge Base" owner for procedures and processes for the Product Support shovel and loader teams.
  • In conjunction with issue escalation and Juhin management, work with Subject Matter Experts (SME's) to create and deploy Field Campaigns (FC's), for both the support of local mitigation efforts and for final countermeasures.
  • Draft and formulate FC financial approvals, CRM campaigns and run through approval system to FC release. Additionally, provide regular updates to the Local Business Unit "LBU" on FC status and metrics.
  • Ensure collaboration with engineering, reliability, factory Quality, and Supplier Quality teams to support issue resolution and corrective action development and implementation.
  • Facilitate all field Parts Returns and part analysis through to resolution.
  • Responsible for updating Factory teams, Distributors and Affiliates on Juhin status including details of research, development, testing, final countermeasures, and deployment schedule.
  • Evaluation of local issue resolution will also be considered as this may inform the final countermeasure design.
  • When the ECO's are released, must review all of them for applicability to possible field issues past, present, and future, then update the related Product Issues and Cases accordingly.
  • Ensure Parts book notes are made and "interested parties" are notified.

Requirements:

  • Minimum of (10) years' experience in product support, reliability, quality or mechanical engineering role or commensurate experience.
  • Computer skills (Microsoft Office, SAP, and Salesforce experience preferred).
  • Experience and training with statistical and reliability analysis methods.
  • Direct product knowledge and experience with mobile mining equipment is a plus.
  • Good Time Management and to not procrastinate
  • Bi-lingual preferred (Spanish or Portuguese)

Komatsu is an Equal Opportunity 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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