Join Komatsu and Be Part of Something Big!
Job Overview
The delivery team is responsible for releasing the latest technical content in print and digital formats to dealers, customers, and Komatsu internal. This includes providing customer support, record management, lifecycle workflow, billing, and process improvement. The delivery specialist is responsible for track and release of content releases and has training/support oversight for associates. The specialist's role also includes management of billing, reporting, continuous improvement leadership, and strategy deployment.
Key Job Responsibilities
- Collaboration: Provide support for Komatsu internal employees, dealers, and customers to find, order, and access the correct content. Train, support, and oversee department associates essential functions. Monitor Technical Bulletin (PSN) workflow progress and release management. Collaborate with SME's, associates, and vendors to ensure content accuracy, permissions, and workflow consistency throughout the department. Administration of translation management workflow and policy. Collaborate with management and other Komatsu teams for strategy road mapping and deployment.
- Information Gathering: Learn Komatsu systems including ASK knowledgebase, internal SOPs, products, affiliates, and processes to resolve customer issues. Perform root cause analysis to identify solutions and innovate new solutions for supporting Komatsu products. Lead cross- functional efforts with product and service teams to develop policy and procedure for improved support and alignment.
- Publishing: Coordinate receipt, distribution, and disposition of print and electronic material for KLTD and affiliates. Create covers and title pages. Maintain multiple document databases. Oversee factory manual ordering with publishing vendor. Pre-flight and prep new and revised content for US market and release to online and print delivery sites. Actively monitor the prep and pre-flight conditions, styles, and templates necessary for the North American market to maintain consistency and alignment with KLTD and affiliates.
- Project/Time Management: Manage personal projects and provide associates direction for multiple team projects to ensure accuracy and on time completion.
- System administration: Lead server and web resolution management with digital transformation office and their vendors. Support for AHS SharePoint site, content management, and user access. Approve new print/media users. Approve all import and domestic updates into North Americancontent delivery portals. Oversee digital and physical record management, master files for current and obsolete materials. Manage knowledge transfer training with ASK teams to expedite end user support.
- Leadership: Lead department related goals and support Komatsu with root cause analysis and completed solutions. Must have the ability to train and supervise associates and work collaboratively within a team and other departments.
- Other: Complete individual goals, support department and company initiatives. Provide associate leadership for continuous improvement initiatives to drive success in delivery and customer experience of technical content usability. Handle other tasks, projects, etc. as required by management.
Qualifications/Requirements
- College degree or 3-5 years work experience in document/database management, digital/print delivery, or related work/military/education experience.
- Possibly 5-10% travel for Gemba with customers or distributors; industry specific seminars/training; departmental training or meetings.
- Strong computer and application aptitude. Must showcase ability to train others and lead projects. Must showcase ability to train others and lead projects.
- Basic technical communication system administration knowledge and understanding.
- Strong problem-solving and system knowledge.
- Ability to perform root cause analysis with strong problem-solving skills.
- Ability to build rapport, lead, train and maintain positive relationships with associates and stakeholders.
- Technical aptitude or ability to learn Komatsu machine systems and technical content.
- Strong customer service skills for internal and external customers.
- Must demonstrate excellent organizational skills and the ability to stay on task.
- Ability to demonstrate strong leadership, direction, and support for associates.
- Commitment to staying updated with technology and best practices.
- Knowledge of Microsoft Office 365 Product Suite, Adobe, PADS, and FrameMaker a plus.
Job Purpose
The delivery team is responsible for releasing the latest technical content in print and digital formats to dealers, customers, and Komatsu internal. This includes providing customer support, record management, lifecycle workflow, billing, and process improvement. The delivery specialist is responsible for track and release of content releases and has training/support oversight for associates. The specialist's role also includes management of billing, reporting, continuous improvement leadership, and strategy deployment.
Major Responsibilities/Essential Functions
Collaboration: Provide support for Komatsu internal employees, dealers, and customers to find, order, and access the correct content. Train, support, and oversee department associates essential functions. Monitor Technical Bulletin (PSN) workflow progress and release management. Collaborate with SME's, associates, and vendors to ensure content accuracy, permissions, and workflow consistency throughout the department. Administration of translation management workflow and policy. Collaborate with management and other Komatsu teams for strategy road mapping and deployment.
Information Gathering: Learn Komatsu systems including ASK knowledgebase, internal SOPs, products, affiliates, and processes to resolve customer issues. Perform root cause analysis to identify solutions and innovate new solutions for supporting Komatsu products. Lead cross-functional efforts with product and service teams to develop policy and procedure for improved support and alignment.
Publishing: Coordinate receipt, distribution, and disposition of print and electronic material for KLTD and affiliates. Create covers and title pages. Maintain multiple document databases. Oversee factory manual ordering with publishing vendor. Pre-flight and prep new and revised content for US market and release to online and print delivery sites. Actively monitor the prep and pre-flight conditions, styles, and templates necessary for the North American market to maintain consistency and alignment with KLTD and affiliates.
System administration: Lead server and web resolution management with digital transformation office and their vendors. Support for AHS SharePoint site, content management, and user access. Approve new print/media users. Approve all import and domestic updates into North American content delivery portals. Oversee digital and physical record management, master files for current and obsolete materials. Manage knowledge transfer training with ASK teams to expedite end user support.
Other: Complete individual goals, support department and company initiatives. Provide associate leadership for continuous improvement initiatives to drive success in delivery and customer experience of technical content usability. Handle other tasks, projects, etc. as required by management.
Required Education/Experience, Travel Requirements and Preferred Skills
Company Benefits
Komatsu provides an extensive and robust employee benefits package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment.
- Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
- 401k and/or employee savings programs
- Employee time off (vacation and designated holidays)
- Employee and family assistance programs
- Disability benefits
- Life insurance
- Employee learning and development programs
Diversity & Inclusion Commitment
At Komatsu, we come from diverse backgrounds, with unique perspectives, experiences, and contributions. We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. Connected by our core values of ambition, perseverance, collaboration and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together.
Company Information
Komatsu develops and supplies technologies, equipment and services for the construction, mining, forklift, industrial and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For more than a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business and the planet thrive together. Since the company’s founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all. If you are looking for a company that values your talent and potential, join Komatsu to be a part of something big and help advance modern society. Learn more at www.komatsu.com.
EEO Statement
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.
