General Manager - Customer Support

Liebherr Mining Equipment•Newport News, VA

43d

About The Position

The General Manager, Customer Support, directs and coordinates the activities of the Customer Support & Parts Business organization to obtain optimum efficiency and economy of operations. This position will report directly to the Managing Director, and will have global responsibility for Mining Trucks. Direct reports include managers responsible for Product Support, Parts Operations, Reliability Engineering, Warranty Administration, and Technical Training & Publications. Responsibility will include the overall direction, coordination, and performance evaluation of these departments by performing the following duties personally or through subordinate managers: Ensure the daily operation and further develop customer support, parts business, support of affiliates and service partners, product & operator training, documentation, product issue resolution, warranty processing, field technician back-up and sales support. Exceed customer and affiliate expectations with regards to quality, reliability, safety, service, support and response time. Lead the customer support & parts teams and develop the personnel and its capabilities. Use and leverage available service knowledge of the global organization and share best practices between Truck and Excavator service.

Requirements

A combination of education and experience equivalent to a Bachelor's degree in Mechanical or Electrical Engineering and a minimum of 10 years functional expertise in customer service, leadership, international business and exposure to various cultures. A significant portion of this experience must have been obtained in the Mining Industry.
Ability to provide long-term vision and inspire subordinates and peers to execute action plans with excellence.
Ability to manage challenging Customer Situations.
Ability to manage the entire parts channel from ordering to distribution to sales.
Ability to negotiate customer support contracts.
Ability to professionally interface - both verbally and in writing - with Liebherr employees and management personnel, vendors and suppliers, and with mining customers from various cultures around the world. This would include the ability to participate in meetings, and to effectively present information to top management, public groups, and/or boards of directors.
Experience working with international customers and colleagues.
This role requires extensive technical knowledge, understanding and analytical skills of the mechanical, hydraulic and electrical systems and engines utilized in mining trucks and excavators.
Possess significant hands-on experience with software related to: Accounting, Contact Management, Database, Project Management, Spreadsheets and Word Processing.
Develop and manage a departmental budget.
Is expected to travel domestically and internationally up to 30% of the time to customer or supplier sites.
Ability to obtain and maintain a valid driver's license and passport.
Ability to obtain and maintain Mine Safety & Health Administration (MSHA) certification.

Responsibilities

Direct department operations with key objective of keeping mining trucks running and customers satisfied.
Plan, develop and implement organizational policies and goals. This includes full budget development and responsibility.
Coordinate global activities of the Customer Support organization to affect operational efficiency and economy.
Direct and coordinate promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain a competitive position.
Analyze Maintenance and Repair Contract (MARC) contracts and initiates improvements in operational and financial performance.
Create and present Customer Support presentations to senior management and customers.
Ensures clarity around priorities and goals for the Customer Support area.
Works with Senior and Executive Management for strategy development and execution planning.
Communicates financial and goal results and key performance indicators to direct and indirect reports.
Directly manages a staff of 6 and indirectly supervises approximately 45 employees.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.