Description:
Komatsu’s purpose is to create value through manufacturing and technology innovations to empower a sustainable future where people, businesses and our planet thrive together. Komatsu celebrates its 100 years with a renewed commitment of building a sustainable business for all stakeholders. We focus on building partnerships, considering the needs of society, customers and other stakeholders first and then working together to innovate, solve challenges and create value for generations to come.
Our Brand promise: Creating value together.
The Opportunity:
We are looking for a skilled, customer service oriented, proactive, and collaborative Helpdesk Support Consultant with great technical knowledge of digital site systems and applications to join our innovative and technology passionate team
The Smart Construction Helpdesk Support Consultant’s primary role is to provide remote helpdesk support, advice and guidance in all infrastructure site, machine, positioning and digital technologies for Komatsu customers and internal staff. You may also be required to provide assistance to Smart Construction Technology Advisors with calibrations and on-site support
You will be at the centre of assisting Komatsu Construction and Utility Sales Managers and Representatives to sell Komatsu Smart Construction iMC (Intelligence Machine Control) and solutions, thus enabling increase in market shares
In this role, you will also maintain a level of technology understanding and experience through involvement in technology internal testing, proof of concept (POC) and User Acceptance Testing (UAT). Ultimately being a part of the skilled technology delivery and support to our customer base upon release and commercialisation
Preference shown for demonstrated experience in:
- Providing direct support to customers includes, assistance, recommendations to machine setup, site localisation, design files and 3D data conversions and other solutions
- Support customers remotely to achieve a better overall customer satisfaction level remote operator training and guidance, remote machine setup and configuration, troubleshooting, GNSS, and Survey and conversion of 3D data for all Komatsu requirements
- Performing within key performance indicator targets set by the National Operations Manager for the customer helpdesk related operations (Customer call logging, capturing and logging data, timely resolution of customer queries, etc.)
- Monitoring support call rates and response times
- Monitoring customer technology utilisation through relevant digital tools
- Monitoring software and firmware releases from Komatsu Ltd and identify and upgrade iMC machines remotely as required
- The ability to support key initiatives to help achieve iMC (Intelligence Machine Control) and Smart Construction budget sales for new equipment
- Undertaking machine calibrations, software uploads, and fitment of Komatsu iMC and aftermarket components
- Capturing Voice of Customer and recording into the helpdesk records
- Making proactive calls to customers to increase iMC technology utilisation
- Assisting SCTA’s (Smart Construction Technology Support Advisor’s) with Komatsu Technical Services technical problem escalation & reporting procedures
- Assisting SCD (Smart Construction Division) National Product and Solutions Manager to test, Proof of Concept (POC) and User Acceptance Testing (UAT) new technologies and special projects to ensure better market readiness and customer feedback and acceptance
- Actively participating in field days, trade shows, market events for new technology releases and demonstrations as required for all product lines and applications
The successful candidate will have proven or preferred experience and skills in the following areas:
- Ideally be a Survey, Civil engineer or Electrical engineer graduate with a Certificate III, Diploma or Bachelor level qualification
- Sound technical knowledge of digital site systems and applications or field survey experience
- Preferred 2 years proven experience working with agnostic data sets and all key survey technology brands
- Preferred experience with integrated machine control, set-up, calibration, operation, training and handover
- Preferred experience with aftermarket positioning, weighing and/or other system installations, calibration, operation and training/handover
- Strive to innovate or identify new opportunities to constantly improve for the company and customer benefit
- Ability to manage high degree of sensitivity and confidentiality
- Highly motivated to learn and be part of this exciting journey
What we offer:
- Financial: Competitive salary package plus bonus
- Career: Opportunities for career progression and recognition & awards
- Staff benefits such as:
- Health: discounted corporate rates with Bupa and a comprehensive Employee Assistance Program with total wellbeing solution provider LifeWorks
- Cars, Home & Hardware: discounts with Mercedes-Benz, Toyota, Kennards Hire, Bridgestone and Orix
- Technology: discounts on Apple, Dell and Microsoft products
- Travel: discounts with Avis, Qantas, Crown, IHG and travel agents