Date: Aug 14, 2024
Location: Johannesburg, ZA
Req ID: 30286
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.
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.
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)
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