Remote Support Consultant

6 days ago

Brisbane, Queensland, Australia Komatsu Full time

**The Opportunity**:
As a Remote Support Consultant, your primary responsibility is to deliver expert support, advice, and guidance on infrastructure, machinery, positioning, and digital technologies to both Komatsu customers and internal teams. You will play a crucial role in ensuring high customer satisfaction and promoting the adoption of Komatsu's advanced Smart Construction technologies.

Additionally, you may assist Smart Construction Technology Advisors with calibrations and provide on-site support as needed.

A secondary aspect of your role involves staying current with technology advancements through active participation in internal testing, Proof of Concept (POC), and User Acceptance Testing (UAT).

**Roster**: Monday to Friday

**Role Located**: Wacol, QLD

**Komatsu benefits**:

- ** Families Policy**:16 weeks of paid primary carer parental leave, 4 weeks of secondary carer leave, plus many more family friendly benefits
- ** Financial**:Company funded Income Protection Insurance
- ** Career**:Recognition, awards, flexibility, further education studies and internal career development
- ** Health**:Corporate discount with Bupa, Total Wellbeing Solution with Telus Health
- ** Travel**: Discounts with Avis, Qantas, Crown, IHG and travel agents
- ** Yearly Bonus**: Potential to receive a yearly bonus
- ** Referral Program**: Earn $3,000 for referring a new employee to Komatsu

**What we are looking for**:

- Hold a qualification in either Engineering or Surveying is highly regarded
- Experience with aftermarket construction technologies is highly regarded.
- 3+ years experience in remote technical support role.
- Good level of expertise with both mainframe and personal computers.
- Previous experience in construction technology remote support.
- Appropriate demeanour for supervising, and assisting to create a positive "team atmosphere".
- Ability to communicate with end-users at all levels, demonstrate an interest and understanding of end user operations and service requirements.
- Well-developed written and oral communication skills.
- Good technical experience on Komatsu product range.
- Prior experience with distributed products.

**Key Responsibilities**:

- Provide expert support on Smart Construction products/solutions to enhance iMC and SC sales, including iMC, Smart Construction, 2D/3D machine control, hydraulic scales, site solution software, and accessories.
- Support customers remotely to improve satisfaction through operator training, machine setup, troubleshooting, GNSS, and 3D data conversion.
- Monitor customer technology use via iValue and Smart Construction portals to boost iMC adoption.
- Oversee software/firmware updates for iMC machines and ensure remote upgrades as needed.
- Assist SCTAs with problem reporting and technical service issues.
- Support testing and feedback for new technologies, ensuring market readiness.
- Provide on-site support for machine setup, file conversions, and technology adoption.
- Perform machine calibrations, software uploads, and component fitment for accurate iMC performance.
- Support the implementation of a customer ticketing/management system for issue tracking and resolution.
- Participate in field days, trade shows, and events to promote Komatsu and Smart Construction products.
- Komatsu offers a zero-harm culture in the workplace and competitive remuneration package. We employ people with different skills, abilities, cultural backgrounds, experiences, preferences, ethnicities and from different generations. Komatsu is endorsed by Work180 and committed to a workplace where women can thrive._

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