Technical Support Specialist

This position is responsible for worldwide technical support for all products manufactured and marketed by Komatsu America Corporation, including Komatsu (encompassing gray market), Dresser, Galion, Hough, IH, Haulpak, and Demag branded products. It also includes current and past products of the Forklift and Forestry divisions: Allis-Chambers, Linde, Tusk, Hamech, Kalmar, Timbco, and Gafner. Incumbent is responsible for determining accurate parts resolutions in a timely manner for all parts technical inquiries on KAC equipment and insure that "unit down" equipment is placed into operation in the shortest possible time. This position deals directly with DB personnel to insure their critical requirements are prioritized and resolved. The position interfaces with internal departments to resolve technical parts issues and to find other possible options for emergency/critical orders. The incumbent has the responsibility for all activities related to parts technical support including, but not limited to:

• Accurate interpretation of parts book, parts application, CSS, drawings, and parts and service publications
• Assist in the development of training material and the training of Company and DB personnel at Cartersville Corporate Training Sessions as well as at DB locations
• Reporting and documenting all activities of the Technical Support Call Center

This position reports directly to the Technical Support Team Leader.

Scope

Respond promptly, accurately, and completely to the 4,500 individual inquiries received each month from DBs, Komatsu customers, and internal parts and service personnel. Requests are received via phone, fax, and electronically. Call center receives approximately 55,000 phone calls annually. Answer 94% of all phone calls within 3 minutes and respond to 96.5% of all requests within 24 hours. The market supported is the worldwide distributor and affiliate network for all products, over 80,000 units and the Worldwide Distributor Organization that includes approximately 400 U.S. locations and over 1,300 International DB and Affiliate locations. Technical skills includes the knowledge and a full understanding of the use of aperture cards, microfiche, and service parts prints, mainframe applications of SAP, PIPS, SMAP, PREPS, Cyberspace, PWINS, PASSION, Business Objects, Extranet, Microsoft software programs, and the Japan and US versions of CSS, the Worldwide Parts Catalog system. The incumbent works closely with Engineering, Service Engineering, Parts Operations, and vendors' personnel.

• Deal directly with distributors to ensure their critical requirements are prioritized and resolved jointly with Technical and Customer Service. Recommend parts and procedures that will resolve parts problems and improve the support of company products. Respond to call (phone and fax) as directed to insure DB support requirements.
• Research publication errors and omissions and provide appropriate personnel with accurate and complete information to publish corrections and information released to the distributor organization to improve the support of the company's products.
• Maintains courteous and informative attitude in all communications.
• Utilize call logging software, technical guides and logs, manufacturers' web sites, CD, DVD, libraries, electronic media, and all available resources to provide technical support and effectively respond to a customer's request.
• Develop and maintain a complete reference library and keep records, systems and materials to reflect the latest information. The information researched is to be furnished to appropriate company operations, i.e.: engineering, publications, expediting, etc., so it can be incorporated into corrected parts publications.
• Interface with expediters and other internal departments to ensure all involved parties are aware of the nature of the distributor requirements. Aid expediters in finding alternate solutions for emergency/critical orders.
• Responsible for the maintenance and the accuracy of the records and information resources required in resolving technical issues.
• Familiarize quickly with all existing and new product ranges and associated computer software.
• Design and conduct presentations for DBs and Company associates to demonstrate roles, responsibilities, processes, and capabilities of the Parts Technical Dept.
• Review and approve the validity of parts claims as a result of interchangeability problems.

• Experience working with internal customers, vendors, and distributors. Extreme sense of urgency that is conveyed daily to our customers
• Knowledge in reading prints and understanding engineering releases/technical publications
• Advanced recognition of Komatsu model code designations
• Proficient PC skills and experience utilizing CSS, PIPS, PREPS, PWINS, SAP, PowerPoint, Excel, Access, Internet, E-Mail and all technical screens
• Ability to interpret parts book questions and service bulletin information
• Organization and management skills. Process oriented. Understands that improvement only comes from process change. Embraces personal accountability and expects the same of others in the team
• Good knowledge of equipment fit and functions
• Strong interpersonal skills including ability to persuade others in securing cooperation and/or resolving problems and ability to resolve sensitive issues
• Candidates must be pro-active, service oriented, resourceful and possess excellent communication and motivation skills
• High attention to detail in a fast pace multi-task environment
• Regular attendance.
• Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 1-10 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.

• Great communication skills at all levels
• Knowledge of products, equipment, and systems
• Proficient in the understanding of blue prints and engineering releases
• Experience working with internal customers, vendors, and distributors
• Ability to interpret parts book questions and service bulletin information
• Excellent PC skills utilizing various software programs
• Extreme sense of urgency