Product Support Specialist

Komatsu • Johannesburg, ZA • 1w ago

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.

Job Purpose

In this role, you will be responsible for providing 24/7 emergency support by following assigned processes to maintain product functionality and stability. You will assist in deploying new and existing solutions on customer servers and field equipment, ensuring proper installation and system functionality. This includes using peer coaching, documentation, established standards, and outlined procedures to ensure successful deployments and ongoing support. The primary objectives of this role are

Travel Requirements

40% Domestic Travel required
10% International Travel Required.

Qualifications and Experience

Qualifications

B Sc degree in Computer Science, Engineering or equivalent

Experience

At least 3 - 5 years’ experience
Proficiency in troubleshooting and testing large software systems and environments
Customer service experience - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
Fluency in reading, writing and speaking English and one other major language is a plus.

Job Duties and Responsibilities

Create / Modify functionality

Determine most efficient way to create functionality
Meet customer requirements
Document the functionality properly Install functionality on-site with minimum disruption
Properly use ticketing system to track ticket status

Repair functionality

Successfully connect to client site to verify and reproduce the problem
Diagnose root cause of problems
Complete repairs within SLA timeframes
Get system to function properly as quickly as possible

Customer Support

Provide technical customer support through task assigned processes using updates, testing and QA methods to ensure product functionality
Open support tickets
Complete all required fields in tickets properly
Successfully support clients for the local region and for other regions through the Follow-The

Data analysis and improvement

Perform analysis on system usage to identify opportunities for improvement
Support Performance Assurance Team

Skills and Competencies

General - Written Communication

Communicates effectively, thoroughly, and accurately in writing
Writes concise, organized, and easy-to-read reports, letters, memos and emails
Prepares accurate and effective formal documents

General - Work Organization

Organizes activities to ensure their proper completion in a timely manner
Effectively schedules time by assigning priorities to daily/weekly/monthly work activities
Avoids crises through systematic planning and follow through

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

General - Learning Agility

Driven to increase knowledge and competency
Takes ownership of own professional development
Proactively seeks out learning opportunities and developmental experiences
Plans for personal development
Takes initiative to find information needed to gain understanding

Technical Services - Client Service

Manages difficult or emotional client situations effectively
Responds promptly to client needs
Maintains courteous and professional phone demeanour
Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders

Workplace Culture and Values

Our company is committed to fostering a meritocratic culture where all employees are empowered to excel, grow, and contribute to our collective success. We embed the following core values and behaviours into our everyday work environment:

Failing Forward Fast: We encourage making decisions quickly, learning from mistakes, and applying those lessons to future initiatives. We see setbacks as opportunities for growth and innovation.

Coaching Culture: We believe in setting mutual goals and priorities, providing honest and constructive feedback regularly. This approach supports continuous development and strong team collaboration.

Pioneering Spirit: We seek out opportunities for innovation and are not afraid to push boundaries. We embrace new ideas and strategies to overcome challenges and stay ahead in the industry.

Proactive Urgency: We take ownership of our responsibilities, actively seeking opportunities and addressing issues proactively. We respect deadlines and time commitments, ensuring we deliver impactful results efficiently.

This culture promotes a dynamic, supportive, and innovative work environment where individual contributions drive our collective success