The Company

Modular Mining Systems is the global leader in mine management technology and a wholly owned subsidiary of Komatsu Ltd. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry. We're more than a company, we're a community of passionate, creative professionals striving toward a shared vision: to revolutionize the way the mining industry operates.

With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation and encourages you to think big, share ideas and be yourself.

Job Purpose

Ensure customers consistently have a great experience when dealing with Mining Technology Solutions (MTS). Provide functional leadership and governance over technical support and proactively ensure MTS systems consistently operate at their best capacity. The ultimate goals are to instill a culture of high performance and quality within the organization to achieve a high-level of satisfaction, engagement and loyalty among Modular’s customer base. The business results will be measured through system availability, customer satisfaction, high performing employee retention and growth in revenues and profitability.

Travel Requirements

20% both domestically and internationally

Job Duties and Responsibilities

Major Responsibilities

• Define and oversee the technical support strategy (Tier I-III) around MTS’s products (CORE, and next generation platforms and apps), Support the data-driven ecosystem for the Komatsu Mining Business Division including collaboration with other departments as needed (Quality Management, Product Strategy, Architecture, IT, Hardware Engineering, Finance, Business Development, etc).
• Create a global organizational structure capable of delivering best in class support to customers and MTS. Foster a culture of responsiveness, technical innovation, and ownership (accountability).
• Define and implement effective support processes that aligns priorities with customer needs and internal business objectives, eliminates waste, maximizes the creative output of the teams, and fosters engagement of team members. Drive team development and velocity.
• Act as an advocate for MTS and Global Support within the mining industry

Predominant Tasks

• Directly manage the Global Support function
• Define and implement global system heath data analytics platform
• Instil a data-driven culture in the organization to identify and act in coordination with regional support teams on opportunities to optimize system operation across Modular global customer base
• Follow corporate QA process gates related to the initiation, release and commercialization of products
• Build a professional, competent and high-performing team that can assist delivering on the purpose and responsibilities of this function.
• Provide advice, guidance and direction to the Executive and Global Operations Management team to ensure creation and execution of realistic financial and execution plans aligned with Company Strategic Initiatives and Business Goals.
• Monitor and analyze operating performance data, including safety and customer satisfaction, of the Company as a whole and particular Operations on an ongoing basis and ensures that acceptable performance is achieved. If minimal standards and performance levels are not being met, expected to decisively intervene with short and/or long-term measures to address the situation.
• Instill by example a culture of success and continuous improvement to his organization applying analytics and PDCA cycle to enhance key areas of the business and address shortcomings.
• Lead and advise on the impact of long range planning, introduction of new programs/strategies and regulatory action.
• Develop, implement and enforce policies and procedures of the organization by way of systems that will improve the safety of our employees and the overall operation and effectiveness of the corporation.
• Identify synergies across the business, manage change across the organization and drive efficiency

Required Skills

• Bachelors degree in engineering discipline, Masters degree preferred
• 10+ years of customer service or operations experience in business technology sector
• Experience in a senior leadership
• Broad knowledge of the mining industry and related technologies
• A resourceful thinker who is willing to challenge the status quo of the organization
• An effective communicator, compelling leader, and strong collaborator

Desired Skills