Product Support Manager, North America

Komatsu
life insurance, 401(k)
United States, Illinois, Chicago
8770 West Bryn Mawr Avenue (Show on map)
Jun 04, 2025
Join Komatsu and Be Part of Something Big! Job Overview The successful candidate will be responsible to facilitate mining distributor and customer success by identifying and driving the resolution of Komatsu mining product issues, managing key relationships at Komatsu factories and distributors, serving as the local proponent for the Technical Service Information (TSI) process, providing technical support for new mining equipment installations, serving as the proponent for the mining product warranty process, and providing product support training to distributors. Location: Canada and/or the United States. Shift: 5x2 remote Travel: Up to 50% Responsibilities Diagnose and resolve technical problems on Komatsu's Electric Wheel Loader mining equipment line. Advise on operational and maintenance best practices for surface mining equipment. Review and adjudicate warranty claims. Prepare reports and presentations on machine performance. Coordinate project start-up and manage assembly, commissioning, and delivery of machines. Serve as mediator for disputes and execute policy settlements. Conduct meetings to manage product acceptance through continuous improvement. Compile reports on quality issues for factory engineering review. Coordinate field investigations and machine testing. Implement factory updates to machines. Manage training plans for servicing agent personnel. Perform Root Cause Analysis (RCA) investigations. Analyze predictive maintenance and machine health data. Qualifications Education: Associate degree or technical training related to the repair and service of heavy equipment. Experience: 5 years' industry experience in the repair and service of heavy equipment. Demonstrated success in a project management role. Communication Skills: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to resolve problems and present technical information to servicing agent, customers, and Komatsu stakeholders. Computer Skills: High-level proficiency with Microsoft Office applications (Outlook, PowerPoint, Word, Excel) and web browsers. Experience with computer-based troubleshooting on heavy equipment (fault code analysis, machine downloads, etc.). Hiring Range At Komatsu, your base pay is one part of your total compensation package. This role pays based on the ranges below. The actual offer will consider a wide range of factors, including experience and location. US: $103,000 -$128,800 Bonus: 10% Canada: $134,764 -$168,454 Bonus: 10% Company Benefits Komatsu provides an extensive and robust employee benefits package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment. Health benefits: Medical, dental, vision, HSA, wellness programs, etc. 401k, pension and/or employee savings programs Employee time off (vacation and designated holidays) Employee and family assistance programs Disability benefits Life insurance Employee learning and development programs Diversity & Inclusion Commitment At Komatsu, we come from diverse backgrounds, with unique perspectives, experiences and contributions. We believe that our people are part of our shared purpose. Connected by our core values of ambition, perseverance, collaboration and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together. Company Information Komatsu develops and supplies technologies, equipment and services for the construction, mining, forklift, industrial and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For more than a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business and the planet thrive together. Since the company's founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all. If you are looking for a company that values your talent and potential, join Komatsu to be a part of something big and help advance modern society. Learn more at www.komatsu.com. EEO Statement 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.