YourLiebherrCareer: Service Manager CM

Liebherr•Houston, TX

3d•Remote

About The Position

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.

Requirements

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.
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.

Responsibilities

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.
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.