YourLiebherrCareer: Regional Manager Customer Support

Liebherr•Newport News, VA

About The Position

The Regional Manager Customer Support serves as the primary point of contact for product support to Liebherr Mining affiliates, LME Sales and Marketing departments, internal and external customers, and other Liebherr companies. The role focuses on truck performance in an assigned region: North America, Latin America, Africa, Eurasia, or Australasia. The position is eligible to be performed from home and requires domestic and international travel up to 50% of the time. Candidates must apply through the online career portal. The position is not eligible for sponsorship; applicants must be legally authorized to work in the United States without current or future sponsorship. The pay range is $105,000–$119,000. Liebherr offers a secure work environment and a comprehensive benefits package.

Requirements

Bachelor's degree in Mechanical or Electrical Engineering from a four-year college or university, or an equivalent combination of education and experience.
Three to five years of related maintenance experience in a heavy-equipment mining environment and/or training.
Ability to obtain and maintain a valid driver's license and passport.
Ability to maintain Mine Safety & Health Administration (MSHA) certification.
Legally authorized to work in the United States without current or future sponsorship.

Responsibilities

Serve as the first point of contact for affiliates regarding product-related issues.
Document and report major events affecting truck performance and the status of product reliability issues by mine site.
Coordinate Service Instructions (SIs) and Technical Instructions (TIs) with affiliates and relevant personnel.
Report potential product issues and provide affiliates and customers with status and progress updates.
Submit Engineering Change Requests (ECRs) to Engineering and follow up as required.
Advise the Warranty Administrator on the technical validity of warranty claims.
Provide technical sales support upon request.
Maintain monthly documentation and reporting of events affecting truck reliability and product reliability issues by mine site.
Coordinate documentation for upgrades and modifications, and verify implementation.
Ensure customer acceptance packages are received within seven days of release, check them for completeness, and direct reported problems to the relevant departments.
Schedule post-commissioning meetings as required and report to internal stakeholders on the quality and completeness of haul trucks shipped from the Factory.
Monitor LME Field Service Reports and ensure Product Support Representatives submit weekly reports when performing work in their regions.
Review and disposition PIRs from the field, and create PIR projects based on field issues, data analysis, and parts evaluation.
Review, disposition, and verify assigned PARs to address and resolve new product assembly issues.