What are the responsibilities and job description for the Global Support Engineer I position at Komatsu?
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, includingTimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
The Company
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.
Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry.
We're more than a company, we're a community of passionate, creative professionals striving toward a shared vision : revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.
Job Purpose
Global Support Engineer I : In this role you will be responsible for providing 24x7 emergency support through task assigned processes using code changes, updates, testing and troubleshooting methods to ensure product functionality and stability. Assist in deployments of new and existing solutions utilizing peer coaching, documentation, standards and outlined procedures on customers servers and field equipment ensuring proper installation and system functionality.
The primary objectives of this role are :
- First point of contact for support tickets escalated to level 3 Global Support by Regional Support Teams.
- Work with regional support teams to troubleshoot, diagnose and resolve or further escalate support tickets which have been escalated to level 3 Global Support.
- Reducing the quantity of support tickets escalated to Product Engineers by providing specialist services for the diagnosis and resolution of support tickets from the Regional Support Teams.
- Providing in office and onsite support to ensure the successful configuration and validation of product installations / deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates.
Travel Requirements
This role will require up to 20% travel and will include international travel.
Job Duties and Responsibilities
Each day will present you with new challenges and opportunities to test and grow your skills. As a Global Support Engineer, you'll be responsible for :
Provide effective and efficient resolution of assigned product support tasks.
Required Skills
Basic configuration, and troubleshooting
Desired Skills
Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
