Hardware System Support Engineer

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.
We're more than a company, and 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.
The Company
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: to revolutionize 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
Provide Hardware System Support including but not limited to, global support, hardware quality control, vendors nonconformance issues, continuous improvement, and product design and release support.
Travel Requirements

• Up to 35%, both domestic and international

Job Duties and Responsibilities

• Executes processes and procedures in accordance to ISO 9001, that pertain to Hardware System and deployment support for all regional offices, vendors, customers, and cross departmental teams
• Performs periodic installations, maintenance, trouble shootings, and/or repair of Hardware Systems on mine production eqiupment including but not limited to, development field tests, assist on Performance Assurance visits, and First Commercial Installations.
• Provides Hardware System deployment support as a domain expert to customers, and cross departmental teams.
• Provides assessments for hardware deployment devations when necessary.
• Works closely with regional teams including, but not limited to, RMA support, deployment, product innovation, software global support, sales, and operations to identify opportunities on improving customer value and/or supportability efficiency
• Ensures usage of quality management tools and methods (e.g. Root cause analysis, checklists, 5 whys, etc.)
• Ensures useage of processes improvements techniques (e.g. Six Sigma, PDCA)
• Creates technical documentation, including but not limited to, SharePoint, Zendesk support portal, troubleshooting articles, training material, lessons learned
• Effective and efficient use of business systems including but not limited to SharePoint, Zendesk support portal, Harvest, SAP (for MRP, RMA, Material Management, and ECM functions)
• Meets internal and external SLA performance criteria
• Effective use of all available Support Tools and processes to accuarately and efficiently collect data directly associated with Root Cause Analysis and performance trends.

Required Skills

• Bachelor degree, preferably Mechanical or Electronics discipline or equivalent experience
• Knowledge of electrical components, complex electrical assemblies, electrical enclosures and metal work, and various communication protocols such as RS232, CAN, Wi-Fi, and Ethernet
• Awareness on processes improvements tools and problem solving techniques (e.g. DevOps, PDCA, DMAIC (Six Sigma), A3, 8DP/PSP, 5 whys, root cause analysis)
• Strong analytical skills
• Desire to learn new technologies and expand your areas of expertise
• A resourceful thinker who is willing to challenge the status quo of the organization
• A practical knowledge of mining methods and key customer business improvement needs
• Demonstrated proficiency in applying Change Management methods
• Strong written and verbal communication skills
• Physical Requirements: able to work at heights up to 60 ft. , lift up to 100 lbs., kneeling, squatting, climbing ladders
• Ability to travel at least 35% both domestically and internationally

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.