Lead Technical Support Specialist

2 weeks ago

Peoria, Illinois, United States Komatsu Full time

Position Overview

The Technical Support Engineering team at Komatsu is composed of advanced subject matter experts dedicated to resolving complex technical challenges associated with our mining truck products on a global scale, as well as hydraulic shovels operating within North America.

Key Responsibilities

  • Deliver comprehensive technical assistance and specialized knowledge in your assigned field to ensure optimal performance and availability of customer machinery. This includes providing troubleshooting and diagnostic support to field personnel, distributors, and clients.
  • Conduct thorough failure analyses of malfunctioning components to determine root causes using fault tree analysis, facilitating the identification of long-term solutions. Engage directly with job sites to collect data when existing information is insufficient for resolution.
  • Document detailed failure reports, capturing all instances of issues utilizing Komatsu's established methods, and collaborate with QA/QC departments to implement effective solutions for field performance challenges.
  • Take responsibility for all incoming Technical Support Inquiries (TSIs) related to your area of expertise, ensuring that relevant personnel are informed of field issues. Utilize your technical acumen to escalate critical issues and develop new processes as necessary.
  • Respond promptly to Technical Support Requests (TSRs), communicating essential updates to the field and continuously monitoring for potential trends in issues.
  • Actively participate in the Technical Support Management Team, attending various meetings and events, and preparing presentations as required.
  • Plan and organize field campaigns aimed at addressing identified issues and implementing improvements in existing fleets.

Qualifications

  • Bachelor's degree in a technical field (Engineering) with over 8 years of relevant experience in mining trucks, or equivalent practical experience in specialized areas. Advanced degrees and specific training are advantageous.
  • Proven experience with mining equipment, particularly in your area of expertise, with a commitment to continuous learning and cross-training in other areas to provide team support.
  • Excellent communication skills to effectively engage with field personnel, distributors, customers, and senior management, with the ability to convey technical information clearly and concisely.
  • Strong understanding of root cause analysis and fault tree analysis, balancing thorough investigations with a sense of urgency for resolution.
  • Willingness to travel 20 to 30% of the time, including international travel, and the ability to navigate mine sites and equipment in various conditions.
  • Proficient in standard software applications including MS Word, Excel, and PowerPoint.
  • Physical capabilities to perform job duties, including the ability to lift and carry moderate weights and maintain good hand-eye coordination.

Equal Opportunity Statement

Komatsu is committed to fostering an inclusive workplace and is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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