Tech Support Rep., SMART Construction software/hardware (Philly, PA or Chicago O'Hare, IL)

As part of Komatsu's North American Technical Solutions team under the Digital Office business unit, the Technical Support Representative will have responsibilities to drive the utilization and customer adoption of jobsite enhancing solutions which complement Komatsu's core machine products. This position will be focused on resolving user issues that arise from the day-to-day use of our Smart Construction Solutions.

This is a Chicago or Philadelphia based position with moderate travel (up to 15%) for collaboration with end use customers, distribution, key technology partners, and other Komatsu teams. Qualified candidates will be considered for work out of other select Komatsu facilities. The position reports to the Manager, Customer Support.

The TechnicalSupport Representative, Smart Construction will have responsibilities across Komatsu's North America region. Measurable targets for success include:

• Revenue: organize and drive team activities to assist greater business unit achieving annual revenues of $10M+ for solutions and 50%+ growth YOY.
• Direct reports: none
• Market engagement: work cross-functionally to support end users and distributors to ensure timely resolution to issues.

The Technical Support Representative, will have user support responsibilities across Komatsu's North America region for a variety of digital solutions as follows:
* Troubleshooting & Issue Resolution - Diagnose technical problems (hardware, software, network, or product-related) and provide clear, step-by-step solutions to resolve customer issues.
* Customer Communication - Handle inquiries via phone, email, chat, or ticketing systems, ensuring responses are professional, empathetic, and easy to understand for both technical and non-technical users.
* Documentation & Ticket Management - Accurately log support requests, actions taken, and resolutions in ticketing tools to maintain records for future reference and trend analysis.
* Escalation Management - Recognize when an issue requires higher-level support, escalate appropriately, and provide all relevant information to ensure a smooth handoff.
* Knowledge Base Contribution - Create or update self-help articles, FAQs, and internal documentation to reduce repeat inquiries and improve efficiency.

Required Skills
* Demonstrated understanding of hardware, software, networking, and troubleshooting methods relevant to SaaS platforms and associated hardware.
* Proven ability to analyze issues, identify root causes, and resolve both Tier 1 and Tier 2 tickets independently.
* Strong verbal and written communication skills; able to explain technical concepts clearly to both technical and non-technical users.
* Effective in working within a global, distributed, and fast-paced team environment.
* Skilled at managing multiple tickets and escalations while balancing urgency vs. impact to meet established SLAs.
* Commitment to delivering excellent customer service and maintaining professionalism under pressure.

Preferred Skills

* Experience using ticketing systems (e.g., Zendesk, ServiceNow, Jira, or similar).
* Actively contributes to knowledge sharing and continuous improvement of support processes.
* Adaptable to shifting priorities in a dynamic, cross-functional environment.
* 2+ years of hands-on troubleshooting in a help desk, IT support, or SaaS support environment.
* Associate's or Bachelor's degree in IT, Computer Science, or related field (preferred but not required).