Job Description

Date: Feb 27, 2025
Location:
Johannesburg, ZA
Req ID: 32561
Onsite or Remote: Onsite Position
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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.


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Job Purpose

Role focuses on deriving customer-centric value from our IntelliMine Management suites of products that is, increased equipment utilization and availability; improved safety awareness; improved production and ultimately mine at lowest cost per material moved.


Proactively working together with customers on and off site to make sure end-user roles are clearly defined and well supported; end-users are well trained and competent; supporting hardware-software infrastructure is appropriately configured and well maintained; and all key customer stakeholders have visibility to live reports to be able to make proactive decisions.


If you consider yourself someone who can apply technical know-how to create practical solutions in a dynamic and team-oriented environment, this is a great opportunity to work side by side with some of the biggest innovators in the Mining technology industry.


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Required Skills

BSc Engineering: Degree in Mining; GDE Mining; Industrial Engineer or any engineering degree 5-8 years of Mining Experience post Graduate Training Program Mine Fleet Management Mine Planning & Grade Control Surface Mining experience (preferred) Mining Business Improvement (BI) Product & Domain Knowledge: Strong knowledge of Modular products and Mining Production Operations and Fleet Management Systems. Excellent interpersonal skills Ability to present and influence key stakeholders Personality attributes, DISC profile Must meet the sated requirements of the DISC profile for Role

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Travel Requirements

Up to 40% Travel


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Job Duties and Responsibilities

Operations: Technical Support & Service

Active customer engagement and plans to meet improvement objectives, and sustain a positive working relationship Create high level and detailed site visit plans Inspect and action (where appropriate) current Tickets (Customer feedback and Internal follow up) Perform technical troubleshooting and fixes along with assistance to the technicians Create Site visit reports & action items Conduct kick off, update and close off meetings with the customer. Conduct on-site project reviews in line with planned objectives Follow up on activities resulting from site visit reports Generate or create relevant KPI reports in (SQL etc) Gap assessments and define workplans to close Gaps and ensure agreement with Client stakeholders Agree client development roadmaps in-line with client improvement objectives and ensure follow-up of execution. Roll-out initiatives to ensure correct documentation and processes are followed and implemented Capture and report Sales leads generated from PAR cycles & communicate to relevant channels Implement agreed Performance Assurance compliance measures and KPIs Communication and reporting for client w.r.t open issues and system usage compliance, KPIs Maintain and comply to agreed Performance Assurance work programs, cycles and timelines to the minimum expected delivery standard Actively manage Customer Stakeholders and ensure that the Tactical Teams Communication Plan is continually updated.

Applications observation

Work with the Modular Product Users and operators to observe and review usage of the system and define gaps Establish improvement opportunities such as training, assisted operations and advise on system usage and navigation Document & communicate findings to the client Provide recommendations to the client

Logistics

Communicate with the customer confirming visits Coordinate travel and accommodation requirements Ensure appropriate approval with the minimum agreed timelines before site visit Ensure minimum risk assessments are conducted and submitted as part of the travel approval process. Coordinate Performance assurance activities at the mine as per planned and agreed scope Organize permissions from the customer to conduct work on site. (including medicals and inductions, and safety protocols and clothing)

Internal Business Process

To implement and maintain the Performance Assurance Process (PAP) (including on-site and business processes) Ensure that all Performance Assurance documents and reports are lodged in time at the appropriate on-site location at all times. Execute initiatives and ensure correct documentation and processes are followed and implemented
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Desired Skills

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

Komatsu MTS Products

Configures applications appropriately for site Report product problems to technical via tickets, and ensure their actioning Ensure that the appropriate Performance Assurance guidelines for customer usage of Komatsu MTS products is being supported and adhered to as Performance Assurance Lead.

Technical Services - Client Service

Manages difficult or emotional client situations effectively Responds promptly to client needs Maintains courteous and professional demeanor Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders When unable to solve support issues, takes the initiative to find help without losing ownership of the issue Does not take irreversible action without proper investigation Avoids "quick fixes" and creates sustainable solutions Verifies problems are resolved before closing service requests Solicits client feedback to improve service Meets commitments Makes special efforts to ensure that customers are satisfied

Technical Services - Quality of Work

Maintains work standards Produces work that is accurate and complete according to specifications Utilizes available materials and methods to ensure completion of high-quality work within budget Completes work that requires few corrections or revisions

Technical Services - Technical and Professional Knowledge

Keeps up to date on technical information, technology, policies, and procedures, and uses such knowledge effectively Serves as a "resource person" on whom others rely for technical advice Keeps informed of the latest developments in his/her technical area of expertise

Technical Services - Problem Solving

Identifies and anticipates potential problems for timely corrective action Assesses the strengths and weaknesses of solutions and develops effective action plans Recognizes problem situations and utilizes creative problem solving methods to identify solutions to problems Correctly diagnoses a problem and then solves it himself/herself or identifies who can solve it Appropriately prioritizes problems to determine their urgency Works tenaciously to solve problems despite obstacles Develops new or better ways of performing tasks

Technical Services - Planning and Organizing

Plans work efficiently to meet short-term goals Prioritizes work to accomplish tasks within given time frames/deadlines * Acquires resources needed to complete assignments