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Director, Product Support Operations (F & M) (14841)

at Komatsu

Posted: 6/24/2019
Job Reference #: 14841
Keywords: operations

Job Description

Komatsu is an indispensable partner to the construction, mining, industrial and forestry industries that maximizes value for customers through innovative solutions. With a full line of products supported by our advanced IoT technologies, regional distribution channels and a global service network, we help customers safely and sustainably optimize their operations. Our Komatsu, P&H, Joy, Montabert, Modular Mining Systems, Hensley Industries, NTC and Gigaphoton equipment and services are used to extract fundamental minerals and develop modern infrastructure.

Job Overview

Responsible for ensuring that the F&M Product Support division is organized to operate efficiently and effectively to support business objectives while also promoting safety compliance in the work environment.  These may Incumbent will direct continuous improvement activities such as implementing standard operating procedures (SOP’s), consistent and stream lined processes, establishing efficiencies, and creating safe and productive work environments.  Integration and improvement efforts include, but are not limited to:  technician efficiency, shop scheduling, identifying and implementing best practices, process commonality, WIP turnover, tooling, warranty recovery, negotiating and installing internal flat rates, parts inventory performance, capacity cost and capital budgeting. 

Scope

F & M is the corporate company owned DB for the Northeast.  To date F & M is responsible for integrating 4 acquired distributors to represent a “One Komatsu” approach to the market.  This position oversees Product Support operations (300+ employees total) for 15 branches, 200 service technicians and 75 parts staff. 

Key Job Responsibilities

  • Product Support Operations:  Continuously reviews and ensures Product Support business operations are consistent, effective and set up to support Product Support business objectives (Ex: SOP’s, streamlined processes, technician efficiency, shop scheduling, identifying and implementing best practices, process commonality, WIP turnover, tooling, warranty recovery, negotiating and installing internal flat rates, parts inventory performance, capacity cost, capital budgeting, review and approve equipment needs, maintenance of records, etc.).
  • P & L and Business Objectives:  Responsible for supporting Product Support financial targets and other Product Support business operation targets (Budget, Customer Satisfaction and Retention, Machine down time, Product Support revenue, Market share opportunity, Proactive approach with maintenance and preventive failures, etc.).
  • People Management and Development:  Ensures Product Support management and staff understands and are aligned with current strategy, business objectives and goals.  Recognizes the strengths of the staff and leverages accordingly, realizes developmental areas and addresses accordingly (training, transferring, or performance management).
  • Safety:  Responsible for ensuring the Safety, Health and Compliance of all Product Support related activities, including those related to employees and customers. Partners with Safety experts to ensure F & M adheres to best practices in the industry.

Qualifications/Requirements

  • Must be able to apply the seven principles of the KOMATSU Way.
  • Bachelor’s degree required with a minimum of seven years of relevant experience or ten years relevant experience with a demonstrated track record of success.  Must be thought of as an expert and trusted source in their area of influence and authentic subject-matter expert.  Must be able to contribute at the senior level by working across different strategic and business functions in the company; able to set, engage and champion the objectives of the organization across the board and with their division.
  • Must demonstrate strong leadership skills and excellent decision-making skills.  Must have the confidence through experience to make important decisions on behalf of the company. 
  • Complete immersion in the tools and culture of continuous improvement and change management.  This candidate will be able to identify businesses with hidden value or businesses whose profits can be enhanced through improvement and synergies with KAC.   Demonstrate deep knowledge of business and business processes. 
  • Demonstrated ability to communicate to all levels of the organization their ideas clearly, presenting new concepts or direction, and leading the Product Support division with clarity and transparency are essential.   Board Room level verbal and written skills.  Presentation skills necessary to leave a large and diverse audience impressed with Komatsu.
  • Must understand their respective market and know their industry thoroughly. 
  • Must be able to apply relevant experience to ensure this role impacts the ability to meet company goals and objectives. 
  • Builds organizational capacity; motivates and challenges others in a way that inspires and promotes excellence. Leads and develops people, sets the pace, and people are naturally motivated to work for this function.  Team building skills capable of attracting highly capable and professional team members who give priority to team achievement.
  • Able to deal with ambiguity and is exceptionally adaptable and flexible; has a good understanding of the entire business, industry and market and constructively provides feedback on areas outside of their own area of expertise, and has a firm understanding of the external environment (competitors, global market, etc.) and their impact on the entire business.
  • Must be able to travel frequently to the branch locations as needed.  Other duties and responsibilities as required.

Additional Information

This position is located at the F & M HQ office in Hatfield, PA.

 

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.


 

Komatsu is an indispensable partner to the construction, mining, industrial and forestry industries that maximizes value for customers through innovative solutions. With a full line of products supported by our advanced IoT technologies, regional distribution channels and a global service network, we help customers safely and sustainably optimize their operations. Our Komatsu, P&H, Joy, Montabert, Modular Mining Systems, Hensley Industries, NTC and Gigaphoton equipment and services are used to extract fundamental minerals and develop modern infrastructure.

Job Overview

Responsible for ensuring that the F&M Product Support division is organized to operate efficiently and effectively to support business objectives while also promoting safety compliance in the work environment.  These may Incumbent will direct continuous improvement activities such as implementing standard operating procedures (SOP’s), consistent and stream lined processes, establishing efficiencies, and creating safe and productive work environments.  Integration and improvement efforts include, but are not limited to:  technician efficiency, shop scheduling, identifying and implementing best practices, process commonality, WIP turnover, tooling, warranty recovery, negotiating and installing internal flat rates, parts inventory performance, capacity cost and capital budgeting. 

Scope

F & M is the corporate company owned DB for the Northeast.  To date F & M is responsible for integrating 4 acquired distributors to represent a “One Komatsu” approach to the market.  This position oversees Product Support operations (300+ employees total) for 15 branches, 200 service technicians and 75 parts staff. 

Key Job Responsibilities

  • Product Support Operations:  Continuously reviews and ensures Product Support business operations are consistent, effective and set up to support Product Support business objectives (Ex: SOP’s, streamlined processes, technician efficiency, shop scheduling, identifying and implementing best practices, process commonality, WIP turnover, tooling, warranty recovery, negotiating and installing internal flat rates, parts inventory performance, capacity cost, capital budgeting, review and approve equipment needs, maintenance of records, etc.).
  • P & L and Business Objectives:  Responsible for supporting Product Support financial targets and other Product Support business operation targets (Budget, Customer Satisfaction and Retention, Machine down time, Product Support revenue, Market share opportunity, Proactive approach with maintenance and preventive failures, etc.).
  • People Management and Development:  Ensures Product Support management and staff understands and are aligned with current strategy, business objectives and goals.  Recognizes the strengths of the staff and leverages accordingly, realizes developmental areas and addresses accordingly (training, transferring, or performance management).
  • Safety:  Responsible for ensuring the Safety, Health and Compliance of all Product Support related activities, including those related to employees and customers. Partners with Safety experts to ensure F & M adheres to best practices in the industry.

Qualifications/Requirements

  • Must be able to apply the seven principles of the KOMATSU Way.
  • Bachelor’s degree required with a minimum of seven years of relevant experience or ten years relevant experience with a demonstrated track record of success.  Must be thought of as an expert and trusted source in their area of influence and authentic subject-matter expert.  Must be able to contribute at the senior level by working across different strategic and business functions in the company; able to set, engage and champion the objectives of the organization across the board and with their division.
  • Must demonstrate strong leadership skills and excellent decision-making skills.  Must have the confidence through experience to make important decisions on behalf of the company. 
  • Complete immersion in the tools and culture of continuous improvement and change management.  This candidate will be able to identify businesses with hidden value or businesses whose profits can be enhanced through improvement and synergies with KAC.   Demonstrate deep knowledge of business and business processes. 
  • Demonstrated ability to communicate to all levels of the organization their ideas clearly, presenting new concepts or direction, and leading the Product Support division with clarity and transparency are essential.   Board Room level verbal and written skills.  Presentation skills necessary to leave a large and diverse audience impressed with Komatsu.
  • Must understand their respective market and know their industry thoroughly. 
  • Must be able to apply relevant experience to ensure this role impacts the ability to meet company goals and objectives. 
  • Builds organizational capacity; motivates and challenges others in a way that inspires and promotes excellence. Leads and develops people, sets the pace, and people are naturally motivated to work for this function.  Team building skills capable of attracting highly capable and professional team members who give priority to team achievement.
  • Able to deal with ambiguity and is exceptionally adaptable and flexible; has a good understanding of the entire business, industry and market and constructively provides feedback on areas outside of their own area of expertise, and has a firm understanding of the external environment (competitors, global market, etc.) and their impact on the entire business.
  • Must be able to travel frequently to the branch locations as needed.  Other duties and responsibilities as required.

Additional Information

This position is located at the F & M HQ office in Hatfield, PA.

 

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.