YourLiebherrCareer: Field Service Supervisor

Liebherr•Newport News, VA

9d•Onsite

About The Position

The Field Service Supervisor provides technical support to all LWE departments, Liebherr Ehingen, and customers, including technical information for new crane deliveries. The role coordinates scheduling and dispatch of technicians, work crews, spare parts, equipment, and service vehicles for installation, service, and emergency repairs performed away from the place of business. It also handles customer inquiries and complaints related to products and services. The supervisor directs, coordinates, and evaluates Field Service Technicians and the Technical Analyst team, applying organizational policies and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems. The position is based at Liebherr USA Co. in Newport News, Virginia. Applicants must be legally authorized to work in the United States without current or future sponsorship. Applications must be submitted through the online career portal; applications and résumés are not accepted by email.

Requirements

High school diploma or GED and at least 3 years of experience with heavy equipment or machinery, or equivalent education and experience.
At least 2 years of experience with all-terrain and crawler cranes.
Ability to read electrical and hydraulic schematics and work with mechanical, electrical, and hydraulic systems to troubleshoot and diagnose crane service issues.
Legally authorized to work in the United States without the need for current or future sponsorship.

Responsibilities

Coordinate with team members to schedule and dispatch workers, crews, equipment, and service vehicles according to customer requests, specifications, or needs, using all forms of communication.
Review site requirements and restrictions.
Provide technicians with job details, including scope, duration, required tools and parts, and additional equipment needed.
Provide customers with regular updates on technician arrival times, job status, and completion.
Schedule and coordinate third-party suppliers required for service or inspection.
Ensure service tickets are actively worked and progressing.
Provide technical information and documentation to sales, Liebherr Ehingen, service teams, customers, and training.
Supply internal and external customers with detailed information about crane operations and functions.
Read and interpret modification procedures from a technical perspective.
Confer with customers or supervising personnel to address questions, problems, and requests for service or equipment.
Analyze problems and propose or implement detailed technical solutions.
Analyze customer needs for new equipment and options, and support sales in determining compatibility.
Provide product and service information, take orders, cancel accounts, and obtain details of complaints.
Record customer interactions and transactions, including inquiries, complaints, comments, and actions taken.
Contact customers to answer inquiries or notify them of modifications, investigation results, and planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Complete contact forms and prepare change-of-address and delivery-address changes.
Manage customer escalations.
Support the administration and warranty team with billing questions and discrepancies.
Direct, coordinate, and evaluate Field Service Technicians and the Technical Analyst team.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.