General Manager, Product Support

General Manager, Product Support

Job Location (Short): South Plainfield, New Jersey, USA

Position: Onsite

Company Overview: At Komatsu, we lead the construction and heavy equipment industry with cutting-edge technology and innovative solutions that enhance efficiency, safety, and sustainability.

What Komatsu Offers

Industry competitive wages

Day 1 Medical, Dental, Vision, Life & Disability Benefits

Employee discounts to Ford, GMC, Disney, AT&T, Verizon and more

Employee recognition, career development opportunities, and excellent job security

Ability to be a part of an exciting, innovative company developing new state-of-the-art technology and equipment

Job Overview

Lead and manage regional parts and service operations for construction, mining, utility and rental equipment field and value-added-services. Matrix with all KSW functions and branch facilities to ensure consistent and profitable programs for the sale and delivery of quality products and services to its customers.

Key Job Responsibilities

• Monitor and advise on all service department matrix: including Billable hours, Revisits, Warranty Recovery, Service Truck Recovery, Shop Supply Recovery, Operating Profit, Gross Margins, Sales Volumes.
• Develop, manage, monitor and participate in the sale and repair of new and used repair parts, consumables and components for new and used equipment in matrix with Parts Managers and field PSSR's to maximize margin dollars, deal profitability and share of market.
• Generate new service business sales through the development and deployment of service marketing strategies, including value-added, equipment lifecycle services for construction, utility and mining customers' equipment in matrix with Service Managers and field PSSR's to maximize margin dollars, deal profitability and share of market.
• Develop and manage the regional Training Department. Ensure adequate training is being provided as needed.
• Manage regional Warranty Department to ensure all Factory Campaigns are completed and reimbursement is achieved.
• Develop and manage attainment of annual and mid-year budget and Parts and Service strategic plan to maximize use of corporate assets and meet market expectations for delivery and service products.
• Develop and manage expense budgets and monthly forecasts.
• Prepare accurate and timely monthly reports.
• Negotiate and manage interfaces between KSW departments and OEM suppliers as they relate to contract commitments, RAMPs, Cap Cost and value-added/lifecycle programs and product support issues.
• Administer dispute resolution between KSW and customers, and KSW and Suppliers/Vendors.
• Ensure the adequate training of PSSR's for product knowledge, service sales and skills.
• Manage development and availability of printed and electronic Service sales and marketing materials.
• Participate in regional industry-related organizations.
• Support and develop company policy and procedures.
• Maintain, administer and manage appropriate policies and procedures for operations, compliance and Safety.
• Performs additional duties as required to achieve company goals and increase overall company profitability.

Qualifications/Requirements

High school diploma or general education degree (GED) required

Associate Degree in Diesel Technology or equivalent preferred

15 + years related experience and/or training; or equivalent combination of education and experience

Strong organizational, leadership and management skills.

Ability to work with customers, motivate employees and work with internal departments to achieve desired results.

Knowledge of Komatsu products and distribution product support management for the construction utility, rental and mining industries

Understanding of distributor business operations and customer requirements, including accounting, credit, engineering, product support, warehousing, rebuild facility operations, IT and sales functions

Ability to read and comprehend simple instructions, short correspondence and memos

Ability to write simple correspondence

Ability to effectively present information in one-on-one and small group situation to customers, clients and other employees

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals

Ability to compute rate, ratio and percentages

Ability to calculate figures and amounts such as percentages, area, circumference and volume

Ability to deal with problems involving several concrete variables in standardized situations

Knowledge of database software, Internet software, manufacturing software and order processing systems

Hiring Range

This role pays $180,000 to 190,000. The actual offer will consider a wide range of factors, including experience and location.