For all Komatsu product lines represented, the aim of this position is to :
• Provide advanced technical expertise on all breakdowns/ Services cases escalated by the countries and the Central Teams
• Monitors and follows-up all technical support issues between Komatsu and relevant BIA Country organizations, acting as a single point of contact between OEM’s and BIA organization for technical topics
• Maximize BIA claim recoveries (all aspects: quantity, quality , leadtime)
• Comply with the OEM standards, obligations, tools and processes
• Challenge countries on OEM obligations to reach OEM standards
• Develop product support knowledge and expertise of BIA after market teams (including trainings)

What will be your responsibilities?

1. General
• Provide best in quality and in time technical support to After market internal customers.
• Ensure that the after market community complies strictly with all OEM’s claims and technical obligations
• Develop and maintains effective quality feedback processes to support the OEM’s.
• Ensure management and distribution of all technical information received from the OEM’s to the BIA Organization are in place and monitored.
• Prepare and submit required reports and feedback (including Action Plans, statistics and progress reports on Technical issues) to BIA local management and Group Technical Support Manager Komatsu.
• Perform state of the art claim files towards the OEM and maximize claim recovery. Monitor and supervise the full claim value chain : From claim submission to claim reimbursment to customers.
• Conduct regular meetings and organizes monthly reporting on Technical Support topics (Technical issues, FC’s, TSI’s, SIRs, PRR,etc) with OEM’s and with BIA aftermarket community
• Perform remote or on-site technical investigations on major technical issues respecting communication paths between BIA local team, OEM and customers. This includes regular visits on-site (Construction & mining job sites) to support resolution of issues with site teams and customers.
• Perform analysis and support deployment of digital solutions (Smartfleet, OEM programs..) to support technical investigations.
• Strict follow up of BIA and customers safety obligations

2. Communication
• Ensure full organizational alignment and related communication
• Facilitate and actively promote sharing of best practices across countries through the creation of a community of technical support teams.
• Escalate on-time high urgency/high visibility issues and blocking points to local Management and Group Technical Support Manager Komatsu
• Provide on a regular basis status of team workload, performance on defined KPIs, progress on projects to raise attention on current performance, workload, risks for the organization

3. Training
• Train, coach and improve technical competencies of the local technical teams
• Perform when required technical trainings

4. Projects
• Develop projects on technical scope based on organization needs

Who are we looking for?

• Mechanical or Electro-mechanical Engineer diploma or equivalent in experience
• Min 10 years’ experience as Technical Engineer on heavy machinery or similar environment

SOFT SKILLS

• Technical and professional expertise
• Result orientation
• Customer focus
• Developing & coaching other
• Teamwork

TECHNICAL SKILLS

• Knowledge of Komatsu
• Knowledge of dealer’s processes
• Customer Support oriented
• Technical Support oriented
• Process and KPI oriented
• Presentation / training skills
• Communication / Negotiating skills

What’s in it for you?

• A permanent contract
• A competitive salary and an interesting package of extra-legal benefits
• A human sized company with international dimension, encouraging autonomy and team spirit
• Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company
• Benefit from a challenging career opportunity with an extensive training program
• In this challenging job you get the possibility to take initiative and further develop the function