Product Support Specialist

Product Support Specialist 7/28/26 Balikpapan, Kalimantan Timur, IDN, 76114 36407 Onsite Position

Shape the Future of Mining with Komatsu Mining Technology Solutions: At Komatsu Mining Technology Solutions, we're not just talking about progress and innovation - we're making it happen. Our cutting-edge Modular brand solutions are powering mines worldwide, driving efficiency and sustainability in ways that seemed impossible just years ago.

Job Purpose

The Product Support Specialist provides expert technical assistance for Modular Mining software products, providing essential and fundamental support to elevate the use of our products.

Travel Requirements

20% Domestic Travel, 5% International Travel.

Job Duties And Responsibilities

• Diagnose, troubleshoot, and resolve technical issues reported by customers via various channels such as phone, email, or ticketing systems.
• Assist customers with installation, configuration, and usage of the MTS products.
• Provide timely and effective support to customers, ensuring that issues are resolved within the agreed-upon Service Level Agreements (SLAs).
• Document each support case in the ticketing system, including the steps taken to resolve the issue, to maintain a clear record.
• Escalate unresolved issues to Senior Engineers or Supervisor when necessary, ensuring proper follow-up and resolution.
• Participates in non-working hours helpdesk rotation (on call).
• Promote the value of MTS solutions through customer experience including the opportunities of promotion to the market to support MTS business expansion.
  
  

Required Skills

• Bachelor’s degree in computer science, software engineering, information technology, or a related field.
• Demonstrated expertise in advanced computer skills, including programming languages, databases, and core server infrastructures.
• Capacity to rapidly and seamlessly acquire new technologies and products.
• Excellent analytical and problem-solving abilities to efficiently diagnose and resolve technical issues.
• Proficient in software support tools and ticketing systems.
• Effective interpersonal and communication skills to collaborate with customers, even in high-pressure situations.
• Experience in developing documentation, best practice guidelines, and troubleshooting manuals.
  
  

Diversity & Inclusion Commitment

At Komatsu we come from diverse backgrounds, with unique perspectives, experiences, and contributions.  We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose.  We are authentic, ambitious, and innovative in our pursuit of Diversity & Inclusion. United, we are on a journey towards a sustainable future that creates value together. 

If you want to learn more about Komatsu, please visit our website at https://www.komatsu.com/ .

Company Information

Komatsu is a world leader in manufacturing construction, mining, forestry, and industrial heavy equipment. Founded in 1921, Komatsu has a long history of quality, reliability, innovation, and excellence. Headquartered in Tokyo, Japan, Komatsu facilities, distributors and dealers are in more than 140 countries and employ more than 60,000 people. Komatsu offers a diverse and challenging work environment, where you can grow your skills and career, and contribute to a sustainable, clean-energy future. If you are looking for a company that values your talent and potential, be a part of something big and join a team that is shaping the world!