Regional Product Support Manager, Attachments- Chicago, IL

Job Overview

This role is critical to the success of Komatsu and customers, supporting delivery of best-in-class product performance and brand recognition. The Regional Product Performance Manager (RPPM) is responsible for the support of new attachment commissioning in the US and for managing distributor support activities for all distributors and company owned stores. Product Support Managers (PSM) for territories across the US report directly to this position.

Key Job Responsibilities

• Make distributor and customer visits to regions with developing / emerging markets to evaluate distributor capabilities, resources, capacity to handle specific markets with key focus of improved attachment uptime and performance.
• Oversee joint activity Plan’s with Komatsu PSM’s, Customer Managers and Distributor personnel that include improvements in key performance areas, training and service support capabilities. Support service excellence activities with KNA Regional Teams.
• Review distributor and customer progress with PSM’s and initiate actions and make recommendations on additional actions required on Joint Activity Plan.
• Coordinate with Director, Product Manager, Product Support Mangers and Service Engineer to identify areas for distributor development, coordinate with distributor Komtrax Administrators, factories, and Service departments to set up access to Komatsu systems such as Salesforce, SAP, SMAP, Komtrax Plus, EQP-Care, R+M Care.
• Active participation in Monthly Juhin Meetings with Montabert and Lehnhoff factories. Participate in monthly Juhin meeting with KNA and KLTD as required.
• Coordinate attachment deliveries and assemblies with distributors to ensure support from Montabert, Lehnhoff and PSMs on-site during startup & commissioning.
• Adjudication of policy warranty claims and goodwill within 30 calendar days of request, review and make recommendations to Montabert & Lehnhoff aftermarket support on claims.
• Monitor factory campaign progress and ensure tools, parts and manpower are available to complete campaigns prior to expiration. Work with Product Support Managers and Distributor to ensure sufficient resources are committed to FC completion.
• Participate and report equipment performance issues and actions to resolve issues at monthly meetings.
• Reduce / eliminate any potential new machine delivery penalties through proactive coordination between distributor service teams, PSMs and factories.
• Coordination with Service Engineer to distribute all product related technical information including Juhin reports, TSI/TSR data, etc.
• Perform Root Cause Analysis (RCA) investigations on attachments and major components.
• Interpret and analyze predictive maintenance and attachment health data including: oil analysis reports, customer maintenance records, machine downloads, and machine health monitoring data.
• Manage the daily activities and administration of a team of Product Support Managers within the assigned region.
• Utilize MS Office and other software to prepare reports, presentations, charts/graphs, and other documents to summarize Komatsu machine performance.

Qualifications/Requirements

• BS/BA in Engineering / Business Management and five (5) to seven (7) years of experience in customer support management with heavy equipment (construction or mining) or, Seven (7) to ten (10) years of experience in customer support management with heavy equipment (construction or mining) and, five (5) years working with heavy equipment manufacturing or distribution. A combination of education and experience may be considered.
• Basic understanding of Distributor business processes; service, parts, sales and administration.
• Written and Verbal Communication Skills: Ability to demonstrate and report factual information.
• Time Management: Prioritize activities to maximize distributor and customer support efforts.
• Understanding of PC Hardware/Software systems, Company's current IT applications, programs and processes.
• Extensive travel required to support territory (may exceed 50%). Frequent overnight stays and willingness to stay and complete the task.
• Technical knowledge of Surface Mining and construction equipment; hydraulic, engine, powertrain, electrical, undercarriage, failure analysis and root cause analysis
• MSHA annual certification and training which is provided annually by Komatsu (applicable to the US only).

Additional Information