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Product Support Specialist

2 months ago

Johannesburg, Gauteng, South Africa Komatsu Full time
The Company

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.

Job Purpose

Provide technical customer support for Modular Mining software products and technical product support lead. In this role you will be responsible for providing 24x7 emergency support through task assigned processes using code changes, updates, testing and troubleshooting methods to ensure product functionality and stability. Assist in deployments of new and existing solutions utilizing peer coaching, documentation, standards and outlined procedures on customers servers and field equipment ensuring proper installation and system functionality.

The primary objectives of this role are:

  • First point of contact for support tickets created by our customers.
  • Work with regional support teams and Customers to troubleshoot, diagnose and resolve or further escalate support tickets.
  • Reducing the quantity of support tickets by providing specialist services for the diagnosis and resolution of support tickets.
  • Providing in office and onsite support to ensure the successful configuration and validation of product installations/deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates.
Job Duties and Responsibilities

1. Create / Modify functionality

• Determine most efficient way to create functionality

• Meet customer requirements

• Document the functionality properly Install functionality on-site with a minimum of client disruption

• Properly use ticketing system to track ticket status

2. Repair functionality

• Successfully connect to client site to verify and reproduce the problem

• Diagnose root cause of problems

• Complete repairs within SLA timeframes

• Get system to function properly as quickly as possible

3. Customer Support

• Provide technical customer support through task assigned processes using code changes, updates, testing and QA methods to ensure product functionality

• Write FORMS reports based on customer requirements

• Write shell scripts

• Open support ticket whenever the issue requires action, code changes or consumes more than 30 minutes of support time

• Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The-Sun initiative

4. Perform Quality Control

• Test quality of produced code to make sure it is error free

• Ensure code meets all specified requirements

• Ensure all required documentation has been generated and meets quality standards

• Provide actionable feedback to code author when quality does not meet standards

5. Mentor and Train Team Members

• Coaches newer Project Engineers on support procedures, product functionality, customer requirements.

• Is accessible to newer Project Engineers as needed during support calls

• Provides constructive feedback to other team members to encourage learning and performance improvement

Travel Requirements

Domestic Travel Required: 40 %

International Travel Required: 10 %

Required Skills
  • At least 3 - 5 years' experience
  • Proficiency in computer coding, troubleshooting and testing
  • Customer service experience - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
  • Exposure to SQL or similar database
  • Proficiency in at least one high-level programming language (C, .NET, Java, etc.)
  • Fluency in reading, writing and speaking English and one other major language is a plus.
  • Proven track record as a Senior Product Support Specialist (or similar)
  • Competency managing the after-hours support phone
  • Excellent time management with ability to balance multiple priorities in an organized manner.
  • Experience with cloud providers (Azure is preferred)
Desired Skills
  • Previous experience working in the mining industry.
  • Experience with Cloud Providers Azure or Microsoft IoT Edge and IoT Hub.
  • Experience with production-grade storage solutions for Kubernetes.
  • Windows Server and SQL Administration
  • Linux command-line proficiency, package management, understanding of filesystems and file permissions, shell scripting, system and service management, networking, security, system performance monitoring.
  • Knowledge of reporting platforms (SSRS, Power BI)