Date Posted: November 4, 2020
Deadline: September 6, 2007
Organization: KOMATSU AMERICA CORP
City: Newberry
Website: View Website
BS/BA in Engineering/Business Management and two (2) to three (3) years experience in customer support management with heavy equipment (construction or mining) or, Two (2) to Five (5) years experience in customer support management with heavy equipment (utility, contruction or mining) and/or, Five (5) years working with heavy equipment manufacturing or distribution. Written and Verbal Communication Skills- Ability to demonstrate and report factual information of a technical nature.
Understanding of PC Hardware/Software (Windows XP, MS Office, Lotus Notes)including knowledge of Internet usage. Develop an understanding of KUD products (secifications, applications, operation, maintenance, structure/function, adjusting and repair). Williness to continually develop product knowledge to support new product through attendance of training sessions and self study. Williness to travel extensively to support the territory. Frequent overnight stays and williness to stay and complete the task. Travel may exceed 60% depending on territory. Basic understanding of Distributor business processes; service, parts, sales and administration. Basic systems knowledge of construction equipment; hydraulic, engine, powertrain and electrical.
Provides technical information and troubleshooting support to distributors. Resolves technical issues and follows up on unresolved issues. Reports technical issues involving quality, relaibility, durability and safety via SMAP or designated reporting system. Reports market, distribution and customer issues. Promotes and participates in the JoiFUL (Joint Follow Up Log) meeting concept with targeted customers. Coordinates the JoiFUL activity if the distributor is unwilling or unable to do so. Makes customer visits with distributor personnel. Goal of 1 to 2 customer visits per distributor branch visit. Goal of improved customer satisfaction rather than assisting distributor in A/R dispute resolution. Uses, monitors and follows up on the use of customer satisfaction tools such as Pulse Alerts, Periodic Inspections, Pre-delivery/Delivery Inspections, OFR (Optimum Fleet Recommendation) and SEST. Monitors and ensures that Factory Campaigns are completed in a timely manner. Reviews and/or approves policy claim settlements with customer satisfaction and KAC interests in mind. Timely settlement is crucial for customer satisfaction. Develops a Joint Activity Plan with the distributor that includes improvements in warranty administration, warranty recovery, training and service support capabilities. Supports Marketing and Distributor Service Development Activities. Participates in Product and Customer Satisfaction Surveys. Coordinates the survey activity within the assigned territory. Develops Joint Activity Plan with distributors for each major customer that coordinates Service, Sales and Parts support to present the customer with "One Face". Promotes the use of periodic machine audits to identify potential issues with targeted major customers.
Newberry Employment Security Commission
833 Main Street
Newberry, SC 29108