The Company
Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Job Purpose
The Performance Assurance Manager plays a pivotal role in ensuring that customers derive maximum value from the company’s mining technology solutions. This position is accountable for driving value, optimizing technology adoption and usage, and delivering outstanding customer experience across multiple regions. The role will build and lead high-performing Performance Assurance teams, cultivate long client relationships, and ensure that the company's technology aligns with client needs and satisfaction. This role will oversee technical initiatives to support customer tactical plans, identify growth opportunities through upselling services, grow Ecosystem adoption, and manage cross-regional teams to deliver a seamless customer journey. The Performance Assurance Manager will be a key contributor to the overall Usage and Optimizing Value strategy of the business. This role supports a multi-year transformation journey of customer success into a strategic driver of revenue, customer retention, and platform adoption.
Travel Requirements
Up to 50% Travel to the rest of Africa as well as abroad
Job Duties and Responsibilities
Customer Success Strategy & Leadership
- Lead and execute a regional Performance Assurance strategy focused on adoption, retention, and value delivery, aligned with broader business goals.
- Build and manage high-performing team, ensure proactive customer engagement, and resolve issues swiftly.
- Oversee performance assurance cycles and resource planning to deliver measurable customer value, site productivity improvements, and ecosystem adoption
- Foster a culture of accountability, innovation, and execution across Europe, South Africa, Africa Central Asia, and Indi
Customer Value Optimisation
- Maximize customer value through usage of mining technology solutions, tailored success roadmaps, and measurable ROI.
- Drive upsells and cross-sell opportunities, ensure quality Value-in-Use case studies, and strengthen alignment with product teams.
- Provide clear goals to improve the quality and impact of Performance Assurance deliverables
Customer Experience & Engagement
- Drive a seamless end-to-end customer journey by enhancing onboarding, engagement, and long-term satisfaction
- Lead feedback-driven improvements, rebuild trust where needed, and serve as the escalation point for key accounts while fostering strong, strategic customer relationships.
Business Process
- Implement and maintain robust Quality Assurance systems and the Performance Assurance Process (PAP) within the department.
- Ensure compliance with internal policies, including travel and governance directives, and drive accountability for process adherence across the team.
Human Resources
- Lead and develop high-performing, regionally dispersed team by fostering a culture of accountability, collaboration, and continuous improvement.
- Ensure alignment with the customer success strategy while addressing underperformance swiftly and professionally.
- Drive capability building through coaching and mentoring and maintain strong internal and external working relationships.
- Ensure SMART goals are Cascaded aligned to regional goals.
Compliance
- Ensure full adherence to legislative, customer site, Modular Mining, and Komatsu policies and systems across all countries of operation, always holding team members accountable for compliance.
Safety Leadership
- Promote and maintain a physically and psychologically safe working environment across all Modular/MTS offices, customer sites, and travel locations.
- Proactively identify and address safety risks, ensuring compliance with local regulations and company policies.
- Conduct regular assessments to surface hidden risks, escalate concerns appropriately, and hold team members accountable for maintaining safety standards.
- Address interpersonal issues impacting team well-being through timely engagement with HR and relevant managers. Lead by example in safety, fostering a culture where physical and emotional well-being are non-negotiable priorities
Required Skills
Qualifications/Experience
- Degree in Mining/Industrial Engineering or Computer Science.
- Additional Qualification in Management will be an advantage.
Management/supervision
- 5+ years of experience in a manager operational excellence or client services role, ideally within the mining technology or industrial sector.
- 10+ years of experience in mining and/or mining technology experience
- Proven track record in building, leading, and scaling value delivery teams across multiple regions.
- Deep understanding of the EMEA, South Africa, Central Asia, and India markets, along with a focus on customer-centric approaches.
- Demonstrated success in driving customer engagement through roadmaps, optimizing value, and achieving measurable improvements
Customer Care / Software Support
- Strong understanding of all aspects of customer care and software configuration and support and Product Knowledge of all related Applications and its Mining related Application benefit
Leadership Qualities
- Demonstrated leadership qualities and a proven ability to effectively develop, coach and motivate employees.
- Be able to influence stakeholders at any level within an organization
- Have experience managing a cosmopolitan and diverse team
Strategic and tactical planning
- Demonstrated Strategic, tactical planning and execution capabilities
- A Mining Consulting professional who is service orientated, understands and is capable of solving complex operational challenges and driving technology usage
- Possess ability to generate sustainable customer roadmaps that support customer’s strategic goals
- Able to identify and develop new revenue streams through up selling and cross selling Digital Solutions and Apps
Desired Skills
Workplace Culture and Values
Our company is committed to fostering a meritocratic culture where all employees are empowered to excel, grow, and contribute to our collective success. We embed the following core values and behaviours into our everyday work environment
• Failing Forward Fast: We encourage making decisions quickly, learning from mistakes, and applying those lessons to future initiatives. We see setbacks as opportunities for growth and innovation.
• Coaching Culture: We believe in setting mutual goals and priorities, providing honest and constructive feedback regularly. This approach supports continuous development and strong team collaboration.
• Pioneering Spirit: We seek out opportunities for innovation and are not afraid to push boundaries. We embrace new ideas and strategies to overcome challenges and stay ahead in the industry.
• Proactive Urgency: We take ownership of our responsibilities, actively seeking opportunities and addressing issues proactively. We respect deadlines and time commitments, ensuring we deliver impactful results efficiently
This culture promotes a dynamic, supportive, and innovative work environment where individual contributions drive our collective success.
