Service Manager CM

Liebherr USA; Houston (TX); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Major medical

Dental insurance

Vision insurance

401K with company match

Paid vacation

Personal days

Job summary

Liebherr USA is seeking a Customer Service Manager-LR, HS Products in Houston. The role focuses on mentoring US technicians, coordinating repairs, and guiding field teams while ensuring high-quality service and safety standards.

Responsibilities include supervising service personnel, organizing training, handling on-call issues, and maintaining strong customer relations. Remote-work eligibility is offered with domestic and international travel up to 25%.

Qualifications

• Associates or Technical degree in a related field with 5+ years of heavy equipment experience.
• Demonstrated supervisory experience preferred.
• Willingness to travel up to 25% domestically and internationally.

Responsibilities

• Teach US technicians how to perform shop repairs and assist field technicians.
• Repair and replacement of damaged or worn parts.
• Operate and inspect machines to diagnose defects.
• Oversee quality standards through inspections and safety procedures.
• Lead service personnel and organize training.

Skills

Leadership

Training

Customer service

Communication

Problem solving

Education

Associates or technical degree

Job description

The Customer Service Manager-LR, HS Products will be responsible to answer incoming service calls, supervise and assist LNC Technicians with preparing for a job, respond to questions arising on the job and following up on open issues after the job. This position will manage all shop diagnoses, adjust, repair or overhauls of mobile equipment such as crawler cranes, drilling rigs, etc.

• 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

Essential Job Duties

• Teach all US technicians how to accomplish their duties as listed below properly and successfully whenever they do shop repairs and assist all field technicians with knowledge of the following:
• Repair and replacement of damaged or worn parts
• Operate and inspect machines or heavy equipment in order to diagnose defects.
• Dismantle and reassemble heavy equipment using hoists and hand tools.
• Clean, lubricate and perform other routine maintenance work on equipment
• Examine parts for damage or excessive wear using micrometers and gauges.
• Read, understand, and interpret operating manuals, parts manuals, blueprints and technical drawings.
• Overhaul and test machines or equipment to ensure operating efficiency.
• Inspect, test, and listen to defective equipment to diagnose malfunctions using test instruments such as handheld computers, motor analyzers, chassis charts and pressure gauges.
• Inspect and verify dimensions and clearances of parts to ensure conformance to factory specifications.
• Complete assigned paperwork as instructed.
• Oversee the maintenance of quality standards through visual and mechanical inspection methods.
• Promotes a safe work environment by ensuring that established safety procedures are adhered to.
• Supervising, train and lead service personnel. Organize training, train and coordinate training for service personnel. Responsible for all aspects of personnel management to include, but not limited to:hiring, evaluation, and discipline of service personnel.
• Supervise, train and lead technical advisors. Organize training, train and coordinate training for technical advisors. Responsible for all aspects of personnel management to include, but not limited to: hiring, evaluation, and discipline of technical advisors.
• Test mechanical products and equipment after shop repair or modification to ensure proper performance and compliance with manufacturer’s specifications.
• Take service calls and help resolving the incoming issues such as emergency calls, technical questions, operational problems etc. Participate in the after-hours on call rotation for the 24 hour service hotline, which requires 24/7 accessibility to respond to customer emergency calls.
• Assist and support all field technicians and service administrator by scheduling flights, organizing hotels and rental cars, providing relevant jobsite information (such as jobsite address, contact person.and job information (blueprints, etc.)
• Set the positive example in punctuality and professional demeanor by respectful communication with all levels of staff, keeping work areas clean and orderly, and promoting safety regulations and all other company programs and teach those values to the US Service technicians.
• Supervise service orders and warranty claim orders (opening, closing etc.) together with the service and warranty administrator.
• Assist the Head of Customer Service when necessary.
• Assist the spare parts department when required and give recommendation on parts that need to be stocked in Houston for LR, HS machines
• Supervise the execution and completion of LWN service information on customer’s machines
• Execution and coordination of commissioning and correct hand-over of new machines to the customer
• Stay in frequent contact with LWN about any issues, requests and questions that cannot be answered locally
• Building LR, HS service technician team and train / educate them so that they are able to perform their work
• Supervise LR, HS rental equipment and make sure that equipment is in sellable condition
• Work with the Rental Equipment Manager closely on all LR, HS rental equipment to ensure maximum customer service.

Supervisory Duties

• Manages Direct Reports.
• Responsible for the overall direction, coordination and evaluation of Crawler Cranes team.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

Education and Experience

• Associates or Technical degree in a related field and at least 5 years of experience with heavy equipment; or combination of education and experience. Demonstrated previous supervisory experience is preferred.

Additional Requirements

• Travel domestically and internationally up to 25% of the time.
• Ability to obtain and maintain a valid driver license and passport
• Ability to work extended hours as well as on weekends and on call duty to support the 24 hour service hotline.
• This position is remote work eligible.

Our Offer

Pay Range

$120,000 - 150,000

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.

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.
7075 Bennington Street
77028 Houston, TX
United States (US)

Contact

Stephanie Sanchez
Stephanie.Sanchez@liebherr