Performance Assurance Manager

Performance Assurance Manager
- Posting Start Date: 8/21/25
- Job Location (Short): Johannesburg, ZAF,
- Requisition ID: 33855
- Onsite or Remote: Onsite Position

**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.

**Job Purpose**:
The Performance Assurance Manager plays a pivotal role in ensuring that customers derive maximum value from the company’s mining technology solutions. This position is accountable for driving value, optimizing technology adoption and usage, and delivering outstanding customer experience across multiple regions. The role will build and lead high-performing Performance Assurance teams, cultivate long client relationships, and ensure that the company's technology aligns with client needs and satisfaction. This role will oversee technical initiatives to support customer tactical plans, identify growth opportunities through upselling services, grow Ecosystem adoption, and manage cross-regional teams to deliver a seamless customer journey. The Performance Assurance Manager will be a key contributor to the overall Usage and Optimizing Value strategy of the business. This role supports a multi-year transformation journey of customer success into a strategic driver of revenue, customer retention, and platform adoption.

**Travel Requirements**:
Up to 50% Travel to the rest of Africa as well as abroad

**Job

**Responsibilities**:
Customer Success Strategy & Leadership
- Lead and execute a regional Performance Assurance strategy focused on adoption, retention, and value delivery, aligned with broader business goals.
- Build and manage high-performing team, ensure proactive customer engagement, and resolve issues swiftly.
- Oversee performance assurance cycles and resource planning to deliver measurable customer value, site productivity improvements, and ecosystem adoption
- Foster a culture of accountability, innovation, and execution across Europe, South Africa, Africa Central Asia, and Indi

Customer Value Optimisation
- Maximize customer value through usage of mining technology solutions, tailored success roadmaps, and measurable ROI.
- Drive upsells and cross-sell opportunities, ensure quality Value-in-Use case studies, and strengthen alignment with product teams.
- Provide clear goals to improve the quality and impact of Performance Assurance deliverables

Customer Experience & Engagement
- Drive a seamless end-to-end customer journey by enhancing onboarding, engagement, and long-term satisfaction
- Lead feedback-driven improvements, rebuild trust where needed, and serve as the escalation point for key accounts while fostering strong, strategic customer relationships.

Business Process
- Implement and maintain robust Quality Assurance systems and the Performance Assurance Process (PAP) within the department.
- Ensure compliance with internal policies, including travel and governance directives, and drive accountability for process adherence across the team.

Human Resources
- Lead and develop high-performing, regionally dispersed team by fostering a culture of accountability, collaboration, and continuous improvement.
- Ensure alignment with the customer success strategy while addressing underperformance swiftly and professionally.
- Drive capability building through coaching and mentoring and maintain strong internal and external working relationships.
- Ensure SMART goals are Cascaded aligned to regional goals.

Compliance
- Ensure full adherence to legislative, customer site, Modular Mining, and Komatsu policies and systems across all countries of operation, always holding team members accountable for compliance.

Safety Leadership
- Promote and maintain a physically and psychologically safe working environment across all Modular/MTS offices, customer sites, and travel locations.
- Proactively identify and address safety risks, ensuring compliance with local regulations and company policies.
- Conduct regular assessments to surface hidden risks, escalate concerns appropriately, and hold team members accountable for maintaining safety standards.
- Address interpersonal issues impacting team well-being through timely engagement with HR and relevant managers.Lead by example in safety, fostering a culture where physical and emotional well-being are non-negotiable priorities

**Required Skills**:
Qualifications/Experie