Product Technical Specialist

Liebherr USA; Newport News (VA); On-site; USD 89,000 - 105,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with company match

Paid vacation

Personal days

Job summary

Liebherr USA Co. in Newport News, VA seeks a Product Technical Specialist to provide call center technical support to the US dealer network.

You will be the market expert for a product line, guiding dealer technicians through troubleshooting, maintenance and operation, and coordinating with factory teams in Europe. You will travel up to 50% domestically and internationally, work with diagnostic software and schematics, and produce detailed technical reports.

Qualifications

• Associate's degree or equivalent from two-year college or technical school and/or five years of related repair/maintenance experience on heavy mining equipment.
• Willingness to travel domestically and internationally up to 50% of the time.
• Authorized to work in the United States without sponsorship.

Responsibilities

• Guide dealer technicians remotely through service, maintenance and troubleshooting to maximize equipment availability.
• Answer calls and emails promptly, tracking issues through to resolution.
• Use hydraulic/electric schematics and diagnostic software to resolve machine issues.
• Record communications in a log system and analyze trends.
• Coordinate with European Liebherr factory technical teams for support.
• Assist with installation, use and updates of diagnostic software.
• Create market-specific service bulletins with detailed instructions.
• Prepare technical reports and performance analyses for factory review.
• Provide after-hours support on a rotating basis.
• Occasionally travel to provide on-site technical guidance to dealers.

Skills

Call center support

Troubleshooting

Technical reporting

Diagnostic software

Education

Associate's degree or equivalent from two-year college or technical school

Tools

LIDIA

SCULI

LIDAT

John Deere Service Advisor

LiNDIAG

Bodem

Hyper-terminal

Job description

The Product Technical Specialists primary responsibility is providing call center technical support to the US dealer network based out of Liebherr USA, Co. headquarters in Newport News, VA. The Product Technical Specialist will be the first point of contact for dealer technicians when they cannot resolve a technical issue on their own and therefore must be the market expert on their particular product line; requiring a strong background in service, maintenance, troubleshooting and operation of any machine model within that product line. As the technical expert for a particular product range this person will also be the primary technical liaison for the US market to the associated factory in Europe.

• This position is not eligible for sponsorship. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.

Responsibilities

• Works directly with dealer technicians and/or service management by remotely guiding them through service maintenance, troubleshooting and technical issues to ensure products operate and perform with the highest production and availability to meet customer expectations.
• Answers incoming phone calls and emails from dealer technicians in a timely manner then holding responsibility to track the associated calls through to completion of issue.
• Uses hydraulic and electric schematics, diagnostic software and advanced troubleshooting techniques to assist dealer technicians resolve machine issues.
• Records each phone call or email in a call log system and uses the stored information to track trends.
• Communicates directly with the Technical Support Departments at the Liebherr factories in Europe, supplying detailed reports of issues when internal assistance is needed.
• Assist dealer technicians with diagnostic software, able to explain the installation, use and updating of each.
• Proficient in the use of LIDIA, SCULI, LIDAT, John Deere Service Advisor, LiNDIAG, Bodem, and Hyper-terminal.
• Creates market specific product service update bulletins, with detailed instructions, to be distributed to our dealer network.
• Follows through with manufacturer's recommendations with regard to service or product updates.
• Prepares detailed technical reports and system performance analyses that can be forwarded to the factory for machine and special attachment performance review.
• Provides after hours support on rotation within the technical support team.
• Occasionally travels within the market to provide on sight technical guidance to the dealers.

Competencies

Education and Experience: Associate's degree or equivalent from two-year College or technical school; or five (5) years related experience and/or training in repair and maintenance of heavy mining equipment; or equivalent combination of education and experience.

Additional Requirements

• Travel domestically and internationally up to 50% of the time.
• Ability to obtain and maintain a valid driver's license and passport.

Our Offer

Pay Range: $89,000 - $105,000

We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.

Equal Opportunity

Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

California Resident Privacy Statement

If you are a California resident, please visit Liebherr USA, Co. Privacy Statement for more information regarding how Liebherr-America, Inc. and its US affiliates collect and process your personal information.

One Passion. Many Opportunities.

The Company

In line with its international growth, Liebherr's venture into the United States began in 1970. Within a couple of years, the company expanded and completed its production facilities in Newport News, Virginia, for its product line of hydraulic excavators. It was later converted into Liebherr's manufacturing facility for mining trucks and remains home to Liebherr Mining Equipment Newport News, Co. In addition to its production facility, Liebherr markets a wide variety of products and technologies through its companies located across the United States. The companies are Liebherr-Aerospace Saline, Inc., Liebherr Gear Technology, Inc., Liebherr Automation Systems, Co., and Liebherr USA, Co., the umbrella company for 12 product segments that are positioned across the United States.

Location

Liebherr USA Co.
4800 Chestnut Avenue
23607 Newport News, VA
United States (US)

Contact

Katie Stevens
[e-mail]