Software Support Manager Date: Nov 18, 2024 Location: Tucson, AZ, US, 85706 Req ID: 31776 Onsite or Remote: Onsite Position 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 TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton. 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 are 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 Komatsu’s North American Technical Services (TS) department is ultimately responsible for the regional outcomes of software support, hardware support, and project delivery. As part of the Technical Services department’s management team, the software support manager is responsible for delivering best-in-class software support to our regional customers while maximizing both employee satisfaction and efficiency. In addition, the software support manager will oversee the delivery and execution of the software-related components of new product installations and existing system upgrades. This role will work in collaboration with the rest of the Technical Services team as well as the Sales and Customer Success teams to ensure that the region is effectively meeting our customers’ needs in a cost effective and safe manner. If you consider yourself someone who has strong leadership and technical skills that can thrive in a very dynamic and team-oriented environment, this is a great opportunity to work side by side with some of the biggest innovators in the Mining technology industry. Travel Requirements Approximately 10 to 15%. Job Duties and Responsibilities Each day will present you with new challenges and opportunities to test and grow your skills. As the Software Support Manager, you’ll be responsible for: · Manage a team of Application Engineer and Product Support Engineers; act as mentor and coach to team members · Provide advanced troubleshooting skills to resolve technical problems · Periodically review support ticket data, track performance, identify resolution and response failing trend,anomalies and opportunities for improvement · Manage team performance driven by both measurable KPI’s and qualitative VOC feedback · Implement and maintain an employee skill matrix and crossing training program to maximize team utilization, agility, career growth, and customer satisfaction · Maintain two way communication with global support, product development, and product strategy stakeholders to ensure an effective collaboration and escalation process exists · Work collaboratively as part of the Technical Services management team to deliver a seamless and integrated customer experience across product management, hardware support, and software support. · Establish short and long term development plans for team members to ensure continued growth and maximize employee retention · Implement and maintain a strategy to effectively manage employee attrition with the goal of limiting the negative impact on both customers and internal team members · Continuously raise awareness around safety and ensure it remains the top focus and priority in all of our discussions and tasks · Build and maintain a culture of “customer first” support in which team members understand the criticality of our products and services to our customers · Collaborate with Global Software Support manager to identify and resolve key challenges facing the region and its customers Availability to work flexible hours including evening, weekends and overtime if escalation occur Required Skills · Bachelor’s degree in computer science/engineering or 7 years of related industry experience · 2+ years of direct supervisory or leadership experience · 5+ years of software, application, IT, or control system experience · Demonstrated focus of supporting a strong safety culture · Ability to work both independently as well as in a dynamic, distributed team environment. · Strong analytical and problem-solving skills with exceptional attention to detail · Strong time management, written and verbal communication skills · Strong Microsoft core product skills (Excel, Word, PP,TSQL) · Ability to travel domestically and internationally as needed (US, CAN) · Demonstrated leadership, initiative and accountability resulting in a cohesive and high performing team Desired Skills · 3+ years working in or supporting the mining industry · 3+ years working with Komatsu’s MTS suite of technologies (Dispatch, Argus, Pegasys, Provision, Minecare, etc) · Knowledge of Docker, Kubernetes, Grafana platforms and working in DevOps environment · Advanced understanding of Windows Administration and Linux · Experience with CRM & customer service tools (Sales Force, Zendesk, etc) · MBA or master’s degree in computer science/engineering or related field 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. Nearest Major Market:Tucson