Job Overview

To manage customer acceptance of KAC manufactured machines sold to customers in an assigned territory to ensure that KAC's servicing agent (local distributor or Komatsu regional affiliate or subsidiary) is able to meet each of the performance related provisions in the sales contracts executed between KAC or the servicing agent and these customers.

Key Job Responsibilities

• Train servicing agent as required to follow through on remaining contract obligations. Monitor contract performance and manage corrective actions to close any shortfalls in performance.
• Coordinate project start-up with customer and servicing agent after sale is complete. Manage assembly, commissioning and delivery of machines to customers in line with contract delivery terms.
• Structure support terms for the sale of new machines in the market (delivery terms, up time and operating cost guarantees, etc).
• Serve as mediator to resolve any disputes between the customer and servicing agent. Execute policy settlements (outside warranty) on behalf of KAC. Settlements will need to be authorized by KAC if the settlement value exceeds $10,000 per issue.
• Conduct scheduled meetings with customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL process.
• Support servicing agent with diagnosing and resolving technical problems on machines.
• Compile reports to document quality issues on the machines in the market on an ongoing basis for KAC factory engineering review. Coordinate field investigations or testing required by KAC.
• Coordinate the implementation of any post and pre-delivery KAC factory updates to the machines with the servicing agent and the customer.
• Manage training plans to improve KAC machine support capability levels for the servicing agent personnel. Conduct ongoing training courses for the servicing agent and the customer on machine systems (VHMS, PLM, GE Control, Siemens Control, Interface Module, etc.) and on KAC Service systems (Warranty, CSS Portal, SMAP, etc.)

Qualifications/Requirements

• Education: Associate’s Degree or technical training related to the repair and service of heavy equipment. Four year college degree preferred.
• Experience 5 years industry experience in the repair and service of heavy equipment.
• 2 years service management experience preferred.
• Demonstrated success in a project management role.
• Good interpersonal skills/effective communicator: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to demonstrate technical details/facts.
• Computer skills: Proficient PC skills in Microsoft Office. Familiarity with the Internet helpful
• Technical skills: Excellent knowledge of electrical and hydraulic systems required.
• Travel: Requires travel up to 75%
• Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.

Additional Information