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Applications Engineer IIKOMATSU AMERICA • Tucson, Arizona, United States
Postuler Maintenant
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Applications Engineer II

KOMATSU AMERICA
  • US
    Tucson, Arizona, United States
  • US
    Tucson, Arizona, United States
Postuler Maintenant

À propos

Job Overview Supports customers by managing and resolving technical support issues, prioritizing work based on criticality, and delivering timely root-cause analysis and software issue resolution. Maintains high levels of customer satisfaction through clear, professional communication and strong relationship management. Collaborates closely with regional, field, and global teams to ensure efficient issue resolution and appropriate escalation of critical concerns. Adheres to established support processes, quality standards, and safety requirements, while participating in after-hours support rotations and traveling to customer sites as needed.
Key Job Responsibilities
Participates in the intake, triage, prioritization, and resolution of customer support tickets to ensure timely and effective outcomes.
Accurately assesses issue criticality, business impact, and urgency to prioritize work and allocate resources appropriately.
Performs thorough root-cause analysis and provides timely, accurate resolution of software-related issues across supported systems.
Travels to customer sites as required to support projects, complex investigations, or persistent technical issues.
Supports Linux-based systems, mobile field computers, and applications, including log collection and basic analysis.
Assists with wired and wireless network installation, configuration, and troubleshooting.
Performs hardware installation, diagnostics, repair, and replacement under established procedures.
Monitors system health and operational performance, identifying issues and reporting risks.
Supports deployments, upgrades, configuration changes, and persistent issue resolution activities.
Participates in an after-hours support rotation to ensure continuity of service and issue resolution.
Maintains high levels of customer satisfaction through frequent, professional, and meaningful communication via ticketing systems, email, and phone.
Builds, develops, and sustains strong customer relationships by demonstrating technical competence, responsiveness, and accountability.
Process and Quality Management
Consistently adheres to established support processes, procedures, and quality standards to ensure reliable and repeatable outcomes.
Documents issues, actions, and resolutions clearly to support knowledge sharing and continuous improvement.
Collaboration and Communication
Serves as a technical contact for customers, providing professional and timely communication via tickets, email, phone, and on-site interactions.
Collaborates closely with regional engineers, field technicians, and global support teams to resolve issues efficiently and effectively.
Proactively escalates and communicates critical or high-risk issues to supervisors, managers, Key Account Managers (KAMs), and relevant departments as needed.
Safety
Maintains awareness of safety requirements and promotes safe work practices in office and mine site environments.
Qualifications/Requirements
Intermediate experience in technical support, system deployment, or field technology roles
Basic working knowledge of Linux and Windows environments
Strong communication and teamwork skills
Willingness to travel to customer sites and work in industrial environments
Knowledge of FrontRunner and/or Dispatch systems
Desired Skills
Exposure to autonomous systems, mining technology, or industrial systems
Basic networking or hardware experience
Familiarity with ticketing systems, SQL, or scripting fundamentals
EEO Statement Komatsu is an Equal Opportunity Workplace and an Affiantative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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  • Tucson, Arizona, United States

Compétences linguistiques

  • English
Avis aux utilisateurs

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