Performance Assurance Lead Date: Feb 27, 2025 Location: Johannesburg, ZA Req ID: 32561 Onsite or Remote: Onsite Position The Company Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton. Job Purpose Role focuses on deriving customer-centric value from our IntelliMine® Management suites of products that is, increased equipment utilization and availability; improved safety awareness; improved production and ultimately mine at lowest cost per material moved. Proactively working together with customers on and off site to make sure end-user roles are clearly defined and well supported; end-users are well trained and competent; supporting hardware-software infrastructure is appropriately configured and well maintained; and all key customer stakeholders have visibility to live reports to be able to make proactive decisions. If you consider yourself someone who can apply technical know-how to create practical solutions in a dynamic and team-oriented environment, this is a great opportunity to work side by side with some of the biggest innovators in the Mining technology industry. Required Skills • BSc Engineering: Degree in Mining; GDE Mining; Industrial Engineer or any engineering degree • 5-8 years of Mining Experience post Graduate Training Program • Mine Fleet Management • Mine Planning & Grade Control • Surface Mining experience (preferred) • Mining Business Improvement (BI) • Product & Domain Knowledge: Strong knowledge of Modular products and Mining Production Operations and Fleet Management Systems. • Excellent interpersonal skills • Ability to present and influence key stakeholders • Personality attributes, DISC profile • Must meet the sated requirements of the DISC profile for Role Travel Requirements Up to 40% Travel Job Duties and Responsibilities Operations: Technical Support & Service • Active customer engagement and plans to meet improvement objectives, and sustain a positive working relationship • Create high level and detailed site visit plans • Inspect and action (where appropriate) current Tickets (Customer feedback and Internal follow up) • Perform technical troubleshooting and fixes along with assistance to the technicians • Create Site visit reports & action items • Conduct kick off, update and close off meetings with the customer. • Conduct on-site project reviews in line with planned objectives • Follow up on activities resulting from site visit reports • Generate or create relevant KPI reports in (SQL etc) • Gap assessments and define workplans to close Gaps and ensure agreement with Client stakeholders • Agree client development roadmaps in-line with client improvement objectives and ensure follow-up of execution. • Roll-out initiatives to ensure correct documentation and processes are followed and implemented • Capture and report Sales leads generated from PAR cycles & communicate to relevant channels • Implement agreed Performance Assurance compliance measures and KPIs • Communication and reporting for client w.r.t open issues and system usage compliance, KPIs • Maintain and comply to agreed Performance Assurance work programs, cycles and timelines to the minimum expected delivery standard • Actively manage Customer Stakeholders and ensure that the Tactical Teams Communication Plan is continually updated. Applications observation • Work with the Modular Product Users and operators to observe and review usage of the system and define gaps • Establish improvement opportunities such as training, assisted operations and advise on system usage and navigation • Document & communicate findings to the client • Provide recommendations to the client Logistics • Communicate with the customer confirming visits • Coordinate travel and accommodation requirements • Ensure appropriate approval with the minimum agreed timelines before site visit • Ensure minimum risk assessments are conducted and submitted as part of the travel approval process. • Coordinate Performance assurance activities at the mine as per planned and agreed scope • Organize permissions from the customer to conduct work on site. (including medicals and inductions, and safety protocols and clothing) Internal Business Process • To implement and maintain the Performance Assurance Process (PAP) (including on-site and business processes) • Ensure that all Performance Assurance documents and reports are lodged in time at the appropriate on-site location at all times. • Execute initiatives and ensure correct documentation and processes are followed and implemented Desired Skills Troubleshooting • Determines when investigative calls to customer are required to solve issues • Asks customers appropriate questions to properly scope the problem • Gains an understanding of customers’ needs and how they use the product • Invests necessary time to identify root cause • Requests assistance from more knowledgeable team members when unable to identify root cause or solution Komatsu MTS Products • Configures applications appropriately for site • Report product problems to technical via tickets, and ensure their actioning • Ensure that the appropriate Performance Assurance guidelines for customer usage of Komatsu MTS products is being supported and adhered to as Performance Assurance Lead. Technical Services - Client Service • Manages difficult or emotional client situations effectively • Responds promptly to client needs • Maintains courteous and professional demeanor • Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders • When unable to solve support issues, takes the initiative to find help without losing ownership of the issue • Does not take irreversible action without proper investigation • Avoids “quick fixes” and creates sustainable solutions • Verifies problems are resolved before closing service requests • Solicits client feedback to improve service • Meets commitments • Makes special efforts to ensure that customers are satisfied Technical Services - Quality of Work • Maintains work standards • Produces work that is accurate and complete according to specifications • Utilizes available materials and methods to ensure completion of high-quality work within budget • Completes work that requires few corrections or revisions Technical Services - Technical and Professional Knowledge • Keeps up to date on technical information, technology, policies, and procedures, and uses such knowledge effectively • Serves as a “resource person” on whom others rely for technical advice • Keeps informed of the latest developments in his/her technical area of expertise Technical Services - Problem Solving • Identifies and anticipates potential problems for timely corrective action • Assesses the strengths and weaknesses of solutions and develops effective action plans • Recognizes problem situations and utilizes creative problem solving methods to identify solutions to problems • Correctly diagnoses a problem and then solves it himself/herself or identifies who can solve it • Appropriately prioritizes problems to determine their urgency • Works tenaciously to solve problems despite obstacles • Develops new or better ways of performing tasks Technical Services - Planning and Organizing • Plans work efficiently to meet short-term goals • Prioritizes work to accomplish tasks within given time frames/deadlines • Acquires resources needed to complete assignments