Customer Technical Support Manager (IL, MO, MN, ND, IA or WI)

Komatsu is a global leader in providing technologies, equipment, and services for various markets. They are seeking a Customer Technical Support Manager who will minimize machine downtime by offering proactive technical service expertise and support to distributors, ensuring high levels of customer satisfaction and retention.

Responsibilities:

• This role drives continuous improvement across distributor service operations by identifying opportunities to enhance facilities, processes, workforce planning, and training
• The position provides guidance on shop layout, specialized tools, and effective service management practices in both shop and field environments
• It supports distributors in developing recruiting strategies and defining management structures to meet operational needs
• Regular site visits ensure alignment, performance tracking, and follow-up on product support activities
• The role also collaborates with distributors to develop Service Marketing Plans that promote preventive maintenance programs, such as CARE, to increase service market share
• It coordinates joint customer visits and maintains structured follow-up processes, including JoiFUL, to ensure accountability and strong relationship management
• Serving as a technical expert, this position assists distributors in resolving complex technical and customer-related issues using root cause analysis
• It identifies both immediate corrective actions and long-term solutions to prevent recurrence and improve product reliability
• Responsibilities include troubleshooting equipment issues, recommending repair solutions, and documenting product concerns through technical reporting systems to support continuous improvement and engineering feedback
• The role also supports sales by providing technical input on applications, machine specifications, and service-related terms, including uptime and operating cost considerations
• Field engagement is essential, including site visits to evaluate equipment performance, gather data, and implement improvements, while ensuring clear communication between internal teams, distributors, and customers
• The role promotes completion of factory campaigns to improve machine performance and ensures progress is monitored within the assigned territory
• It also ensures compliance with warranty policies, supports claim administration, and manages out-of-warranty cases through structured negotiation to achieve fair and consistent outcomes
• The position acts as a mediator in dispute resolution and ensures timely and equitable settlements
• This role supports the development of distributor personnel, including technicians, service management, and support teams
• It promotes participation in Komatsu training programs, aligns distributor and company training standards, and supports customer training as needed
• It also contributes to demonstrations, technical presentations, and skill development initiatives
• The position ensures effective communication through structured reporting, including activity updates, technical reports, and tracking of open issues
• It provides insight into market trends and competitor activity
• It also coordinates pre- and post-delivery equipment activities, ensuring proper assembly, commissioning, and delivery according to contract terms
• The role supports project start-up, monitors performance, and implements corrective actions to ensure product acceptance and continuous improvement

Requirements:

• A minimum of an Associate's/Trade Degree or equivalent Technical training related to the repair and service of heavy equipment with a minimum of five years (seven years preferred) hands on experience
• Basic understanding of field applications engineering a plus
• Must have business acumen
• Must be able to develop an understanding of Komatsu products (specifications, applications, operation, maintenance, structure/function, testing/adjusting, and repair) and be able to continuously develop knowledge to support new products
• Basic knowledge of Utility, Construction and Mobile Mining equipment; hydraulic, engine, powertrain, electrical, undercarriage, failure analysis, and root cause analysis
• Must have excellent knowledge of electrical and hydraulic systems
• Demonstrated ability to be proactive vs. reactive required
• Must be results driven, have excellent organization and follow up skills
• Must have a proven track record that reflects being self-motivated and a self-starter as this position requires the ability to work independently and utilize critical thinking skills to resolve problems and be creative to meet the best interests of all parties involved
• Must be able to work in a fast paced challenging environment without being reactive and jeopardizing the root cause failure analysis process
• Must have excellent time management skills
• Must be able to be resourceful and successful working out of a home or office environment
• Must demonstrate the ability to establish effective relationships and work with challenging personalities through having good interpersonal skills and communications (both verbal and written)
• Must be persistent however tactful and ability to articulate the technical details/facts
• Must be able to influence and provide customer satisfaction for both the distributor and customers
• PC proficiency in MS Office and aptitude to learn other software systems
• Must be able to travel without restrictions (domestic and international) up to 50% to 75% of the time
• Must be able to have a flexible schedule to ensure the assignments are completed and resolved
• Must have the ability to use judgement administering the Company policies and be able to provide training as needed
• Bachelor's degree Engineering or Business Management preferred
• Prior Service management experience is a plus
• Basic understanding of Distributor business processes, including Service, Parts, Sales, and Administration preferred
• Prior project management experience preferred or demonstrated ability to manage multiple projects to successful completion
• Spanish/French speaking is a plus but not required