Product Support Specialist

Job description

The Company Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing 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. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton. Job Purpose In this role, you will be responsible for providing 24/7 emergency support by following assigned processes to maintain product functionality and stability. You will assist in deploying new and existing solutions on customer servers and field equipment, ensuring proper installation and system functionality. This includes using peer coaching, documentation, established standards, and outlined procedures to ensure successful deployments and ongoing support. The primary objectives of this role are Travel Requirements 40% Domestic Travel required 10% International Travel Required. Qualifications and Experience Qualifications B Sc degree in Computer Science, Engineering or equivalent Experience At least 3 - 5 years’ experience Proficiency in troubleshooting and testing large software systems and environments Customer service experience - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences. Fluency in reading, writing and speaking English and one other major language is a plus. Job Duties and Responsibilities Create / Modify functionality Determine most efficient way to create functionality Meet customer requirements Document the functionality properly Install functionality on-site with minimum disruption Properly use ticketing system to track ticket status Repair functionality Successfully connect to client site to verify and reproduce the problem Diagnose root cause of problems Complete repairs within SLA timeframes Get system to function properly as quickly as possible Customer Support Provide technical customer support through task assigned processes using updates, testing and QA methods to ensure product functionality Open support tickets Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The Data analysis and improvement Perform analysis on system usage to identify opportunities for improvement Support Performance Assurance Team Skills and Competencies General - Written Communication Communicates effectively, thoroughly, and accurately in writing Writes concise, organized, and easy-to-read reports, letters, memos and emails Prepares accurate and effective formal documents General - Work Organization Organizes activities to ensure their proper completion in a timely manner Effectively schedules time by assigning priorities to daily/weekly/monthly work activities Avoids crises through systematic planning and follow through Troubleshooting Determines when investigative calls to customer are required to solve issues Asks customers appropriate questions to properly scope the problem Gains an understanding of customers’ needs and how they use the product Invests necessary time to identify root cause Requests assistance from more knowledgeable team members when unable to identify root cause or solution General - Learning Agility Driven to increase knowledge and competency Takes ownership of own professional development Proactively seeks out learning opportunities and developmental experiences Plans for personal development Takes initiative to find information needed to gain understanding Technical Services - Client Service Manages difficult or emotional client situations effectively Responds promptly to client needs Maintains courteous and professional phone demeanour Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders Workplace Culture and Values Our company is committed to fostering a meritocratic culture where all employees are empowered to excel, grow, and contribute to our collective success. We embed the following core values and behaviours into our everyday work environment: Failing Forward Fast : We encourage making decisions quickly, learning from mistakes, and applying those lessons to future initiatives. We see setbacks as opportunities for growth and innovation. Coaching Culture: We believe in setting mutual goals and priorities, providing honest and constructive feedback regularly. This approach supports continuous development and strong team collaboration. Pioneering Spirit : We seek out opportunities for innovation and are not afraid to push boundaries. We embrace new ideas and strategies to overcome challenges and stay ahead in the industry. Proactive Urgency: We take ownership of our responsibilities, actively seeking opportunities and addressing issues proactively. We respect deadlines and time commitments, ensuring we deliver impactful results efficiently. This culture promotes a dynamic, supportive, and innovative work environment where individual contributions drive our collective success