Job Purpose<\/p>\n
\tThe Performance Assurance Lead (PA Lead) is the primary customer-facing role responsible for ensuring value realization, technical adoption, and lifecycle support of Komatsu\u2019s Mining Technology solutions. Acting as the single point of accountability, the PA \u00a0Lead combines customer success management, performance assurance, and technical-commercial alignment to drive solution adoption, maximize ROI, and strengthen long-term partnerships. The PA Lead ensures seamless collaboration with internal functions, including Sales, Technical Services, and Customer Success, to deliver on customer roadmaps, performance objectives, and value commitments
\n\tThis role will oversee technical initiatives to support customer tactical plans, identify growth opportunities through upselling services and grow Ecosystem adoption.<\/p>\n
Travel Requirements<\/p>\n
\tUp to 50% Travel to the rest of \u00a0Africa as well as abroad \u00a0<\/p>\n
Job Requirements
\nQualifications\/Experience<\/p>\n
\tDegree in Mining\/Industrial Engineering or Computer Science.
\n\tAdditional certifications in Mining Technology, Project\/ Account Management, or SaaS\/ Cloud Solutions (advantageous)<\/p>\n
Knowledge\/Experience<\/p>\n
\t5-8 years of Mining Experience post Graduate Training Program and in Mining Technology, Fleet Management, or Mining Operations.
\n\t10+ years of experience in mining and\/or mining technology experience\u00a0
\n\tStrong technical knowledge of IntelliMine\u00ae solutions, fleet management, and mine operations
\n\tProven track record in customer engagement, technical adoption, and value delivery
\n\tExperience in SaaS\/Cloud-based solutions and subscription models (advantageous)\u00a0
\n\tDeep understanding of the EMEA, South Africa, Central Asia, and India markets, along with a focus on customer-centric approaches.
\n\tDemonstrated success in driving customer engagement through roadmaps, optimizing value, and achieving measurable improvements.<\/p>\n
Job Responsibilities
\nCustomer Engagement & Value Delivery\u00a0<\/p>\n
\tServe as the primary point of contact for assigned customers, ensuring solution adoption and ongoing value realization.
\n\tDevelop and maintain customer roadmaps in alignment with strategic objectives.
\n\tConduct regular business reviews and communicate solution performance against agreed KPIs.
\n\tCapture customer feedback and translate into actionable improvements across delivery and product teams<\/p>\n
Solution Performance & Assurance<\/p>\n
\tProactively monitor and optimize system usage, operator adoption, and infrastructure readiness.
\n\tLead gap assessments and develop work plans with customers to close performance gaps.
\n\tConduct on-site observations, audits, and coaching to ensure effective use of technology.
\n\tGenerate performance, compliance, and ROI reports for customer stakeholders.<\/p>\n
Technical Coordination & Support<\/p>\n
\tCoordinate with Technical Services for issue resolution, upgrades, and deployments.
\n\tManage escalation processes and ensure timely resolution of system or service issues.
\n\tProvide first-line technical and operational support during site visits, ensuring adherence to performance assurance standards.<\/p>\n
Sales & Commercial Support\u00a0<\/p>\n
\tPartner with Solution Sales Managers to identify upsell and cross-sell opportunities.
\n\tQualify and pass sales leads to the appropriate internal teams.
\n\tProvide input into technical scoping, quoting requirements, and value case development.
\n\tSupport recurring revenue protection by ensuring contract deliverables are met through system usage and customer adoption.<\/p>\n
Internal Collaboration & Compliance<\/p>\n
\tLead Team meetings for assigned accounts, ensuring alignment across Sales, Technical, Customer Success, and RevOps.
\n\tMaintain accurate account and opportunity data in Salesforce CRM.
\n\tEnsure compliance with internal reporting, safety, and travel processes.
\n\tShare customer intelligence and lessons learned to drive continuous improvement.<\/p>\n
Compliance<\/p>\n
\tEnsure 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.<\/p>\n
Safety Leadership<\/p>\n
\tPromote and maintain a physically and psychologically safe working environment across all Modular\/MTS offices, customer sites, and travel locations.\u00a0
\n\tProactively identify and address safety risks, ensuring compliance with local regulations and company policies.\u00a0
\n\tConduct regular assessments to surface hidden risks, escalate concerns appropriately, and hold team members accountable for maintaining safety standards.
\n\tAddress 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<\/p>\n
Competencies<\/p>\n
\tHigh Quality of Work
\n\tProblem Solving and Solution Oriented\u00a0
\n\tStrong problem-solving abilities and customer-first mindset
\n\tExcellent communication and relationship-building
\n\tCross-functional collaboration and influencing skills
\n\tMust be flexible, receptive to change, and have the ability to adapt quickly to changing business requirement
\n\tExcellent interpersonal skills, Cultural awareness & sensitivity<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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