Technical Training And Product Support Operations Manager

Technical Training And Product Support Operations Manager

We're seeking an experienced Technical Training and Product Support Operations Manager! In this Salt Lake City-based role, you'll lead our internal training and support initiatives for heavy equipment service teams for the Komatsu West dealer region, as well as warranty and internal product support. This role ensures our service teams are equipped with the skills, tools, and support systems needed to deliver consistent, high-quality service. You'll lead a high-performing team that includes trainers, warranty administrators, and product support reps that work together to support operational excellence and drive continuous improvement.

Key Job Responsibilities

Training and Development

* Lead a team of technical trainers and communicators supporting the entire Komatsu West region

* Provide hands-on technical assistance and guidance across departments

* Develop and implement training plans tailored to the skill gaps and operational needs of regional service departments

* Evaluate the health and capabilities of service teams to reduce rework and improve service outcomes

* Develop and oversee the progression plan for service technicians, ensuring alignment with Komatsu standards and career development goals

Product Support Operations

* Manage internal product support systems and ensure consistent quoting and support processes across teams

* Support internal customers (PSSRs and service departments) with tools, programs, and campaign execution

* Ensure alignment with Komatsu requirements for factory campaigns, fixes, and technical updates

* Oversee billing, contracts, and expiration of Komatsu Care Programs

* Responsible for administration of MyKomatsu and Komtrax contracts for Komatsu West

* Oversee warranty operations across multiple locations and ensure compliance with internal standards

* Standardize warranty processes across all service teams to ensure compliance and efficiency

* Monitor KPIs daily to ensure warranty operations meet internal and Komatsu standards

* Ensure accurate and proper documentation supporting warranty claims

Leadership and Collaboration

* Foster a culture of accountability, teamwork, and proactive support

* Collaborate with cross-functional teams and Komatsu contacts to ensure regional alignment

* Lead with empathy and clarity, helping your team succeed through shared goals and mutual support

Qualifications/Requirements

* 3+ years of technical experience in heavy equipment

* Experience in training program development and delivery

* Excellent communication and organizational skills

* Ability to lead and influence across teams

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, pension and/or employee savings programs

* Employee time off (vacation and designated holidays)

* Employee and family...