Technical Account Manager

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 The Technical Account Manager (TAM) is the primary customer-facing role responsible for ensuring value realization, technical adoption, and lifecycle support of Komatsu’s Mining Technology solutions. Acting as the single point of accountability, the TAM combines customer success management, performance assurance, and technical-commercial alignment to drive solution adoption, maximize ROI, and strengthen long-term partnerships. The TAM ensures seamless collaboration with internal functions, including Sales, Technical Services, and Customer Success, to deliver on customer roadmaps, performance objectives, and value commitments. This role will oversee technical initiatives to support customer tactical plans, identify growth opportunities through upselling services and grow Ecosystem adoption. Job Requirements Qualifications Degree in Mining/Industrial Engineering or Computer Science. Additional certifications in Mining Technology, Project/ Account Management, or SaaS/ Cloud Solutions (advantageous) Experience 5-8 years of Mining Experience post Graduate Training Program and in Mining Technology, Fleet Management, or Mining Operations. 10+ years of experience in mining and/or mining technology experience Strong technical knowledge of IntelliMine® solutions, fleet management, and mine operations Proven track record in customer engagement, technical adoption, and value delivery Experience in SaaS/Cloud-based solutions and subscription models (advantageous) Deep understanding of the EMEA, South Africa, Central Asia, and India markets, along with a focus on customer-centric approaches. Demonstrated success in driving customer engagement through roadmaps, optimizing value, and achieving measurable improvements. Travel Requirements Up to 50% Travel Job Responsibilities Customer Engagement & Value Delivery Serve as the primary point of contact for assigned customers, ensuring solution adoption and ongoing value realization. Develop and maintain customer roadmaps in alignment with strategic objectives. Conduct regular business reviews and communicate solution performance against agreed KPIs. Capture customer feedback and translate into actionable improvements across delivery and product teams. Solution Performance & Assurance Proactively monitor and optimize system usage, operator adoption, and infrastructure readiness. Lead gap assessments and develop work plans with customers to close performance gaps. Conduct on-site observations, audits, and coaching to ensure effective use of technology. Generate performance, compliance, and ROI reports for customer stakeholders. Technical Coordination & Support Coordinate with Technical Services for issue resolution, upgrades, and deployments. Manage escalation processes and ensure timely resolution of system or service issues. Provide first-line technical and operational support during site visits, ensuring adherence to performance assurance standards. Sales & Commercial Support Partner with Solution Sales Managers to identify upsell and cross-sell opportunities. Qualify and pass sales leads to the appropriate internal teams. Provide input into technical scoping, quoting requirements, and value case development. Support recurring revenue protection by ensuring contract deliverables are met through system usage and customer adoption. 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.