Digital Support Specialist

The Digital Support Specialist is responsible for coordinating data collection across all Komatsu East branches and serving as the key liaison with the KAC and KLTD Komtrax, Komtrax Plus, and My Komatsu teams. This role involves establishing clear reporting timelines, supervising progress to ensure data accuracy and completeness, tracking feedback for action, and fostering a culture of proactive engagement and continuous process improvement across the organization.

• Stay thoroughly informed about the Komtrax and Komtrax Plus systems, making sure that both PSSRs and Komatsu East customers use these systems effectively. Promote sales and provide training on these platforms to employees and customers alike. Improve machine visibility by adding equipment to customer profiles, assigning internal machines, and generating status reports for Komtrax. Work closely with service teams to resolve issues with machines that fail to report data.
• Maintain comprehensive knowledge and use of the My Komatsu system. Encourage utilization of My Komatsu among PSSRs and Komatsu East customers. Provide guidance and support to the Komatsu East team with My Komatsu-related issues. Introduce My Komatsu to new employees and customers. Add machines to customer profiles in the system to ensure machine visibility. Assign and report on internal machines within My Komatsu. Assist customers in adding their non-Komatsu machines to the My Komatsu API feed. Support troubleshooting of customer account issues as needed.
• Ensure complete proficiency with Service Diagnostic Tool (SDT) licensing. Administer and renew licenses for both technicians and customers as required. Supervise all SDT licensing activities and provide training to employees and customers whenever needed.
• Maintain proficiency with the E-PM Clinic tool and licensing. Manage technician and customer licenses, including renewals when applicable. Oversee E-PM Clinic tooling and licensing processes and deliver training to employees and customers as needed.
• Understand customer's overall equipment and maintenance needs and identify new areas of business opportunity for Komatsu East by teaming with Service Managers, PSSRs, and equipment sales team.
• Other duties as assigned.

• 5+ years construction, mining, and/or industrial maintenance
• BS or 5+ years contract administration or equipment maintenance experience
• Strong Microsoft Office Suite skills, i.e. Word, Excel, Outlook, etc.
• Previous experience with telematics platforms
• Problem resolution and solutions driven
• Prior experience in OEM dealership environment
• Prior engagement with dealer ERP, SaaS, and OEM software platforms
• Ability to perform data analytics to drive business results

Schedule and Training Requirements

• 25% travel requirements
• 5-days in office

All duties and requirements are essential job functions.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This position description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s)/manager(s).
Requirements are representative of minimum levels of knowledge, skill and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.