Regional Manager Customer Support

Liebherr USA; Newport News (VA); Hybrid; USD 105,000 - 119,000; Full time

Benefits offered by this job

Major medical insurance

Dental insurance

Vision insurance

401K plan with company match

Paid vacation

Personal days

Job summary

Liebherr USA is seeking a Regional Manager Customer Support to serve as the primary contact for product support across North America and other regions, coordinating with affiliates, sales, and engineering. This role focuses on truck reliability and performance, with extensive travel and remote work options.

The ideal candidate has an engineering degree and 3–5 years of maintenance in heavy mining equipment, plus the ability to manage ECRs, SI/TIs, and warranty claims while supporting technical

Qualifications

• Bachelor's degree in Mechanical or Electrical Engineering with 3–5 years related maintenance experience.
• Experience in heavy equipment mining environment and/or training.

Responsibilities

• First point of contact for affiliates for all product related issues.
• Documents and reports major events impacting truck performance and reliability at each mine-site.
• Coordinate Service Information (SIs) and Technical Instructions (TIs) with affiliates.
• Report potential product issues and provide status updates to affiliates and customers.
• Submit Engineering Change Requests (ECRs) and follow-up as required.
• Advise the Warranty Administrator on the technical validity of warranty claims.
• Provide technical sales support upon request.
• Document and report monthly events affecting truck reliability at mine-sites.
• Coordinate documentation for upgrades and modifications (SIs and TIs).
• Ensure customer acceptance packages are received within 7 days of release.
• Schedule post-commissioning meetings to report quality and shipment completeness.
• Monitor Field Service Reports and ensure weekly reporting by team.
• Review PIRs from the field and create PIR projects.
• Review and verify PARs assigned by LME Quality Assurance.

Education

Bachelor's degree in Mechanical or Electrical Engineering

Job description

The Regional Manager Customer Support serves as the primary point-of-contact to provide all aspects of product support to Liebherr Mining (MIN) affiliates, LME Sales and Marketing departments, internal and external customers and other Liebherr companies focusing on the performance of trucks in the assigned regions – North America, Latin America, Africa, Eurasia or Australasia.

• For consideration, all candidates must apply through our online career portal to be considered for this opportunity.
• 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

• First point of contact for affiliates for all product related issues.
• Documents, reports all major events that impact the performance of the truck and status of product reliability related issues by each mine-site.
• Coordinate Service Information (SI’s) and Technical Instructions (TIs) with affiliates.
• Reports potential product issues and follows up with status and progress reports to affiliates and customers.
• Submit Engineering Change Requests (ECR’s) to Engineering and follows-up as required.
• Advise the Warranty Administrator on the technical validity of submitted warranty claims.
• Provide technical sales support upon request.
• Documents, reports and maintains on a monthly basis all events that impact the reliability of a truck and status of product reliability related issues by mine-site.
• Coordinates documentation relating to upgrades and modifications [Service Instructions (SIs) and Technical Instructions (TIs)] with relevant personnel and verifies when the upgrades and modifications have been implemented.
• Follows up to ensure customer acceptance packages are received within 7-days of release, checks for completeness and directs problems reported back to the relevant departments.
• Schedules post‑commissioning meetings as required to provide reports to internal stakeholders detailing the quality and completeness of haul trucks shipped from the Factory.
• Monitors LME Field Service Reports and ensures Product Support Representatives submit reports weekly when performing work in their respective regions.
• Review and disposition PIR from the field; creating PIR projects based on field issues, data analysis and parts evaluation.
• Review, disposition and verify PARs as assigned by LME Quality Assurance department to address and resolve new product assembly issues.

Competencies

Education and Experience

• Bachelor's degree in Mechanical or Electrical Engineering from four-year College or university; with a minimum of three (3) to (5) five years related maintenance experience in heavy equipment mining environment and/or training; 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 license and passport.
• Ability to maintain Mine Safety & Health Administration (MSHA) certification.
• This position is working from home eligible.

Our Offer

Pay Range: $105,000 - $119,000

An interesting and ambitious role in a successful international company. 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.

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.

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.

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 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 eight divisions that are positioned across the United States.

Location

Liebherr Mining Equipment Newport News Co.
4100 Chestnut Avenue
23607 Newport News, VA
United States (US)

Contact

Thomas Steele
[e-mail]