Global Support Supervisor

Location: Tucson, AZ, US, 85706
Req ID: 24936
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 Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

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, 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

The Global Systems Support Supervisor is responsible for the supervision of a team of engineers that provides technical service-related support, hardware related support and deployments to our customers (internal and external). 
The primary objectives of this position are:

  • Instill a culture of high performance and quality within the organization to achieve a high-level of satisfaction, engagement and loyalty among MTS’s customers, through leadership and mentoring of the Comms and Systems team
  • Ensuring the comms and systems function within the region is delivered with the highest level of professionalism, efficiency and effectiveness 
  • Providing comms and systems expertise and capability to stakeholders to ensure adequate customer capability for future support
     

Travel Requirements

Job Duties and Responsibilities

High Performance and Quality Culture

  • Instill a culture of high accountability on expected results
  • Recognize and reward most challenging results achieved
  • Working with the Regional Support Manager, establish objective criteria for individual and team performance assessment centered around customer results
  • Coach and mentor team to meet lean set of core standards, processes and policies
  • Coordinate and provide adequate support and toolkits to enable teams to achieve high levels of service performance and quality

 

Technical Services

  • Functional leadership in comms and systems to create sustainable, efficient and high-quality capability in the following areas:
    • Product deployment
    • Product support
  • Povide comms and systems services to ensure the successful configuration and validation of MTS production deployments from pre sale through to support

 

Leadership

  • Leadership and guidance on a day to day basis for all direct reports.
  • Mentoring to develop and upskill global team members including develop /contribution to training material
  • In conjunction with the Regional Support Manager, coordinate recruitment, inductions, staff development, appraisals, retrenchments, and performance management

 

Essential Duties

  • Build a professional, competent and high-performing team that can deliver on the Purpose and Responsibilities of this role 
  • Instill, by example, a culture of accountability, team work, success and continuous improvement
  • Subject matter expert on end to end networks with knowledge of key component functions and dependencies.
  • Assigns and tracks the work of the engineering staff to ensure that all tasks are completed on time, within budget, and to customer specifications.
  • Manages and participates in development field tests, first commercial installations (FCI) and customer installation support (CIS) processes.
  • Suggests changes to products or services to help fulfill customer needs/wants.
  • Oversees product knowledge transfers and compliance with standard Global Systems Support (GSS) KPI’s and processes. 
  • Contributes to the development of processes and procedures thorough technical knowledge and knowledge of the products under supervision. 
  • Assumes duties and responsibilities of the Regional Support Manager when the manager is not available. This position reports directly to the Regional Support Manager. 
     

Required Skills

  • Bachelor’s degree or 4 years of experience in related field
  • Quality Management
  • Excellent written and oral communication skills
  • Exceptional customer service skills
  • Attention to detail
  • Strong analytical Skills
  • Expert product/domain knowledge
  • Network, system infrastructure and hardware knowledge and experience
  • Ability to manage and prioritize numerous active tasks and delegate tasks as required
  • Demonstrated leadership, initiative and accountability resulting in a cohesive and high performing team 
  • Providing structured feedback
  • Ability to motivate direct reports 
  • Fostering teamwork

Desired Skills

  • LTE experience preferred

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.