Episode 12: What Really Drives Equipment Uptime? With Jason Kearney Dir. Product Support Komatsu NA

In this episode of Digging Deep, Jason Kearney, Director of Product Support Operations at Komatsu North America, shares how 22 years as an equipment technician shaped his approach to leadership, uptime, and customer support. We discuss what world-class product support looks like, where the dealer and OEM support chain breaks when a machine goes down, which service metrics truly reflect customer uptime, and whether the industry’s technician shortage is also a recruitment, development, and retention problem. Jason also explores servant leadership, technician career paths, telematics, remote diagnostics, predictive maintenance, AI, and what will separate the strongest product-support organizations over the next five years. This conversation is for equipment dealers, technicians, OEM leaders, and anyone responsible for keeping machines working and customers productive.