Factory Product Support Specialist, BEV

Job Overview

Reporting to the Product Support Lead, the Factory Product Support Specialist, Battery Electric Vehicle (BEV), will serve as technical subject matter expert to support Komatsu customers & distributors in different regions of the world with underground hard rock BEV and diesel product commissioning, product technical training, factory advanced support and technical advice and ensure that customers receive the necessary technical data for troubleshooting, repair, and maintenance of equipment safely.

The individual will support various teams, such as engineering, sales, and product management, by contributing to the development of customer specifications, gathering customer feedback, aiding in the creation of capital equipment product priority parts listings, and reporting any environmental, health, and safety concerns, including those related to products.

Duties

• As a BEV specialist this role will support new product field testing and trials through product service support including:
• High-Voltage System Commissioning, Diagnosis & Repair: Commission, troubleshoot and repair electric motors, inverters, converters, and powertrain systems.
• Battery Maintenance: Inspect, test, and replace high-voltage battery management systems (BMS).
• Preventive Maintenance: Perform routine servicing specific to EVs, including thermal management (coolant) system checks, electric drivetrain maintenance, and software updates.
• Safety Compliance: Adhere to strict safety protocols when working with high-voltage systems (e.g., locking out/tagging out, using insulated tools).
• Charging Equipment Support: Diagnose issues with onboard chargers and external charging infrastructure.
• Documentation: Maintain accurate records of diagnostics, repairs, and part requirements for compliance purposes.
• Participates as a key member of new product introductions to market and support commissioning of new products in collaboration with regional field services teams.
• Provides hands-on technical training to customer and field service regions on proper operation, maintenance and troubleshooting practices.
• Providing guidance on high-voltage components, developing analytical methods for battery performance, and offering expert support for regional field services teams.
• Creates product issues reports on customer sites to report back to operations, quality, engineering and product management for product feedback.
• Works with technical training and publications team to develop technical product training. Delivers hands-on technical training to regional field support and dealers as applicable.
• Provides technical support to end users, operators, and regional/dealer service personnel in cases of complex technical issues.
• Investigates warranty claims proactively and reactively to enhance customer satisfaction, compiling accurate data to process warranty claims and engineering machine improvements.
• Reviews spare parts recommendations and develops accuracy of Machine Life Operating Costs (MLOC).
• Performs equipment demonstrations in a safe manner.
• Completes accurate time records, technical reports, failure reports, and parts lists as applicable following aftermarket service support processes and systems.

Experience

• Technical certification in electrical technology with electrician certification to work on high voltage.
• Dual trade would be preferred (HDEM and High Voltage Electrician).
• Minimum of 5 years working on heavy equipment commissioning, trouble shooting and repair.
• Minimum of 2 years of experience working with BEV heavy industrial equipment including lithium-ion battery technology, power electronics, electric motors, and vehicle communication networks.
• Minimum of 5 years of experience with underground mining equipment, specifically underground LHD, Trucks and Drilling Equipment.
• Ability to work varied shift schedule.
• Ability to travel globally as required, up to 50% of the time.
• Holds a valid passport.
• Ability to work in an underground environment.
• Fluency in English is required.
• High level of capability in key aspects of diagnostic, technical troubleshooting and life cycle management
• Proficiency in hydraulics and electrical principles and systems
• Understanding high voltage architecture (typically 400-800V systems)
• Awareness of arc-flash risks
• Strong grasp of DC and AC circuits
• Understanding CAN bus, LIN bus, and other communication networks.
• Working with inverters, DC-DC converters, onboard charges.
• Battery systems knowledge; diagnosing battery degradation or imbalance, thermal management systems
• Ability to read and interpret equipment schematics
• Ability to facilitate technical training and impart detailed information
• Written and verbal communication skills
• Flexible, self-motivated, and driven to achieve customer satisfaction goals and targets
• Computer literacy
• Flexible, self-motivated with demonstrated initiative
• Superior customer relations and active listening skills

Job Type: Full-time

Pay: $44.00-$60.00 per hour

Benefits

• Casual dress
• Company car
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Relocation assistance
• Vision care
• Wellness program

Work Location: In person