Regional Manager Customer Support

Liebherr Group; Newport News (VA); Ibrido; USD 105.000 - 119.000; Tempo pieno

Vantaggi offerti da questo lavoro

Major medical, dental, vision

401K with company match

Paid vacation and personal days

Descrizione del lavoro

Liebherr-America, Inc. seeks a Regional Manager Customer Support to serve as the primary contact for product support across North America, coordinating service information, tracking reliability, and driving performance of Liebherr mining trucks.

The role covers affiliates, sales and marketing, and external customers. The position requires a mechanical or electrical engineering degree with 3–5 years in heavy mining equipment maintenance, and offers domestic/international travel up to 50% with a

Competenze

• Bachelor's degree in Mechanical or Electrical Engineering from a four-year college or university.
• Minimum of 3 to 5 years related maintenance experience in heavy equipment mining environment and/or training.
• Travel domestically and internationally up to 50% of the time.
• Ability to obtain and maintain a valid driver's license and passport.
• MSHA certification is preferred.
• This position is working from home eligible.

Mansioni

• Be the primary point of contact for affiliates for all product related issues.
• Document and report 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 and progress updates to affiliates and customers.
• Submit Engineering Change Requests (ECRs) to Engineering and follow up as required.
• Advise the Warranty Administrator on technical validity of warranty claims.
• Provide technical sales support upon request.
• Document and maintain monthly all events impacting truck reliability at mine-sites.
• Coordinate documentation related to upgrades and modifications (SIs and TIs) and verify implementation.
• Ensure customer acceptance packages are completed within 7 days of release and escalate issues as needed.
• Schedule post-commissioning meetings to report on quality and completeness of haul trucks shipped.
• Monitor LME Field Service Reports and ensure weekly reporting by Field Service personnel.
• Review PIRs and create PIR projects based on field issues and data analysis.
• Review and resolve PARs assigned by LME Quality Assurance.

Conoscenze

Travel up to 50%

Formazione

Bachelor's degree in Mechanical or Electrical Engineering

Descrizione del lavoro

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.

• 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.

One Passion. Many Opportunities.