Manager, Service Excellence

Manager, Service Excellence

Location: Warrendale, PA preferred, but other locations may be considered. Lead the development and implementation of global service standards and best practices in collaboration with regional and global teams, ensuring consistent, customer-focused service delivery across all regions. Continuously enhance Komatsu's service offerings through competitive benchmarking, policy alignment, and customer feedback-driven improvement programs.

Key Job Responsibilities:

• Stay up to date with the requirements for global service standards in collaboration with regional Sales & Service and global Service Excellence teams, and develop relevant policies for various service offerings to ensure alignment, consistency, and standardization across regions.
• Define, measure, develop, and implement best service practices across all global regions in collaboration with regional Sales & Service leadership.
• Develop, implement and maintain global programs to continuously improve service offerings to internal and external Komatsu customers with measurement of customer satisfaction and feedback.
• Define and benchmark competitor service offerings, continuously driving towards best-in-class modernization of service.

Predominant Tasks:

• Through a regular set cadence, collaborate with regional Sales & Service leads, implementing & measuring success of service standards.
• Support the development and implementation of service tools to support the modernization of service.
• Implement best service practices, measuring opportunities for improvement.
• Gathering and analyzing customer feedback to identify areas for improvement and develop strategies to enhance the overall customer experience.
• Monitoring key performance indicators related to customer service, such as response times, resolution rates, and customer satisfaction scores, and taking corrective actions as needed.
• Stay up to date with service offerings provided by competitors and define USP's for Komatsu service offerings.
• Collaborate with regional sales, service and commercial leads to analyze the current capture rates across all categories of parts for major customers globally.

Qualifications/Requirements:

• Bachelor's degree in Engineering, or related field. Advanced degree(s) in Engineering or business with strong customer exposure.
• Experience in managing service in a mining/heavy equipment and working with dealership's preferred.
• 10 years' experience in mining equipment, machine design/application, field experience, desired.
• Familiarity with process improvement methodologies, such as Lean, Design for Six Sigma, Kaizen, or similar discipline is preferred.

Key Skills Required by Komatsu:

• COLLABORATION
• ADAPTABILITY
• HUNTER MENTALITY
• BUSINESS ACCUMEN
• APPLICATION OF KNOWLEDGE
• LEADERSHIP

Company Benefits:

Komatsu provides an extensive and robust employee benefits package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment. Health benefits: Medical, dental, vision, HSA, wellness programs, etc. 401k and/or employee savings programs Employee time off (vacation and designated holidays) Employee and family assistance programs Disability benefits Life insurance Employee learning and development programs

Diversity & Inclusion Commitment:

At Komatsu, we come from diverse backgrounds, with unique perspectives, experiences, and contributions. We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. Connected by our core values of ambition, perseverance, collaboration and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together.

Company Information:

Komatsu develops and supplies technologies, equipment and services for the construction, mining, forklift, industrial and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For more than a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business and the planet thrive together. Since the company's founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all.

EEO Statement:

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.

**How to apply:** Click *Apply Now*, select a résumé, then click *Continue*. Proceed to final screen using Employer's follow-up instructions for completing the application on their website.