Product Support Lead, Drilling Retrofits - Lively, Canada - Komatsu

Description

Komatsu is an indispensable partner to the construction, mining, industrial, and forestry industries that maximizes 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. Our Komatsu, P&H, Joy, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton equipment and services are used to extract fundamental minerals and develop modern infrastructure.

Focusing exclusively on the underground hard rock, underground soft rock, and surface mining sectors, Komatsu Mining designs, manufactures, distributes, and services extensive product lines of highly reliable P&H surface mining equipment and JOY underground mining machinery used to cut, crush, load, and convey coal and industrial minerals worldwide. Komatsu Mining's products and related services are used extensively for mining coal, copper, iron, gold, and other mineral resources, and the company employs people worldwide.

Komatsu Mining Corp. offers rewarding experiences and unique growth opportunities in addition to the following:

• Competitive wages
• Annual Bonus
• Comprehensive benefits package (health & dental, vision coverage, healthcare spending account, and life insurance)
• Personal wellness allowance
• Company-sponsored registered pension plan (RPP) and matching program.
• Paid uniform and personal protective equipment
• Paid vacation time
• Paid sick time
• Company-supplied tools
• Trades apprenticeship and training opportunities
• Training and education support
• Employee social engagement activities and benefits
• Industry-leading site safety statistics
• Sustainable employment
• Ability to be a part of an exciting and innovative company developing new state-of-the-art technology and equipment

Please visit our website for more information.

Job Overview

Reporting to the Global Product Support & Reliability Manager, the Product Support Lead, Underground Retrofits will be responsible for delivering maximum product performance and reliability through consistent product support process deployment.

This position will lead a team of Factory Technical Support Specialists in the support of Komatsu's drilling retrofits and conversion business, Supporting the products produced from the Timberock product line which include conversion feeds, bolting heads, pumpable resin conversions, as well as the Montabert drifter product line of drilling and bolting rockdrills. This includes tier 4 troubleshooting and technical support globally, executing field campaigns, & product commissioning. This also includes providing technical guidance & hands on field support to factory technicians, end users, operators in cases of complex technical issues, product commissioning or field testing.

The Product Support Lead is the key point of contact and subject matter expert for tier 1, 2 & 3 product support for Komatsu distributor network and will ensure product issues are resolved and actioned through internal processes i.e. product review & resolution board (PRRB), JUHIN and other processes for product issue management & resolution (PIM&R). Additionally, the position will be responsible to implement and execute aftermarket processes and policies through factory, product, and Komatsu distributor network to harmonize processes and ensure aftermarket product performance feedback is received and actioned upon, to deliver a superior customer experience.

Finally, this role will act as SME for various groups across the Hard Rock group to address product quality issues, continuous Improvement in collaboration with engineering and product management and assist factory with new product development.

Key Job Responsibilities

• Together with the Technical Support Specialist for Retrofits, attend distributor requests for executing drifter conversions on non Komatsu equipment. Including but not limited to performing the installation, onsite modification, commissioning and performance review of operation during initial stage of conversion.
• Lead, supervise, and deploy Factory Technical Support Specialists to execute selected field campaigns to accelerate product issue resolution.
• Develops and coaches on product support processes, procedures, policies and programs for tier 4 Factory Technical Support Specialists and for tier 1, 2 & 3 in the Komatsu distributor network
• Lead new product launch campaigns with technical expertise during product testing, trials and commissioning. Provides guidance to the field on machines new to a territory.
• Manages product issue management & resolution PIM&R, starting with the creation and overall management of product issue projects (PIT).
• Identify needs and develop plans for execution of product issue resolution in the field. (i.e. leads RCAs and FMECA with engineering, and make decisions to execute the plan)
• Coordinates with internal/external stakeholders to triage issues reported from the field, in collaboration with stakeholders: engineering, manufacturing, quality, suppliers, and product support and reliability.
• Ensure customers are provided with technical data by Komatsu distributor product support organizations or directly as needed to support the troubleshooting, repair and maintenance of both new and rebuilt equipment.
• Assist spare parts recommendations and develops accuracy of Machine Life Operating Costs (MLOC).

Qualifications/Requirements

• Degree/Diploma in Engineering (Mechanical, Electrical, Electronic, Mechatronic) or Mechanical trade is required.
• 10+ years of experience in mining is required, preferably in Underground Hard Rock Drilling and Bolting.
• 2+ years of experience leading and mentoring team members.
• Ideally this person would have experience with OEM drilling products. The conversion or retrofit business requires the ability to adapt our products to other OEM equipment and having knowledge regarding other OEM equipment is essential.
• Experience with underground top hammer drilling specifically would be ideal.
• Experience with failure analysis regarding rock drills and rebuilding rock drills.
• Ability to read and interpret equipment schematics and interpret engineering drawings.
• Must have excellent verbal, written communication and public speaking skills.
• Strong computer skills with ability to produce equipment performance metrics, technical presentations, region/dealer training materials.
• Ability to travel as required up to 30% Consider 50%.
• Must be able to work in an underground environment when required.
• Fluency in English is required.

Additional Information

Komatsu is an organization committed to diversity and inclusion in support of growing a global team to achieve our business results and create a better future every day for our globally based employees, customers, partners, and communities. We believe a diverse workforce strongly contributes to our business growth and product innovation.

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 or expression, age, national or ethnic origin, marital status, family status, or disability. Accommodations during the recruitment process are available upon request.

While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment.