The Customer Service Manager oversees the functions in support of service related matters and manages the field service functions of the service business for MCC in the Americas region. This position works closely with all departments within the company in seeing that service related issues are resolved in a timely manner.

Responsibilities Coordinates, manages and directs all field service activities directly. Oversees and coordinates scheduling of training for field service technicians. Ensures all field service technicians are able to accomplish their duties as listed below properly and successfully whenever they do shop repairs; and ensure all field technicians have the required knowledge to perform 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. Oversees the maintenance of quality standards through visual and mechanical inspection methods. Carries out supervisory responsibilities in accordance with the organization’s policies and procedures including planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Promotes a safe work environment by ensuring established safety procedures are followed. Supervises and oversees the opening of service jobs and projects; analyzes and tracks open issues, service trends and machine issues. Performs customer surveys to ensure superior level of customer service by field service team is being delivered. Provides reporting and trend analysis to management. Builds organizational commitment; implements policies; manages employee performance; motivates team; and communicates. Breaks down problems and issues into components and analyzes the costs, benefits, opportunities, and risks associated with each alternative solution. Works independently to solve problems. Looks for opportunities to take on more responsibility. Handles multiple assignments and priorities while fulfilling all commitments. Has the Technical Knowledge to supervise and guide Technicians in the Field. Works with the Technical Advisers analyzing and resolving technical issues on the cranes from MCC. Communicates with MCC on technical issues and problems to guide the field technicians. 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 employees. Assist the Head of Customer Service as required. Assist the spare parts department when required and give recommendation on parts that need to be stocked in Hialeah Gardens for maritime machines. Responsible for the execution and coordination of commissioning and correct hand-over of new machines to the customer. Stay in frequent contact with MCC about any issues, requests and questions that cannot be answered locally. Manages service contract handling, ensures proper invoicing and reporting. Responsible for keeping the operational and functional capability of delivered machines. Responsible for customer care at the mixed sales company or at customer’s site when visiting. Responsible for checking and follow up of work reports as well as signing of hour reports. Ensures filing of project or work specific correspondence like certificates, data, protocols, paperwork, measuring protocols, MDE Data, MOM’s, emails, etc. Responsible for providing support of commissioning jobs in the area of the mixed sales company. Manages Direct Reports. Responsible for the overall direction, coordination and evaluation of Field Service 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 Associates or Technical degree in a related field and at least 5 years of experience with cranes and lifting equipment; or combination of education and experience. Demonstrated previous supervisory experience is required. Demonstrates initiative to visualize, organize, manage, and complete projects in individual and group settings. Ability to interface with all levels of staff and handle confidential information Proficiency in PC based word processing and spreadsheets. Ability to multi-task while completing work in a competent and professional manner. Travel domestically and internationally up to 50% of the time. Ability to obtain and maintain a valid driver license and passport. Ability to work extended hours as well as on weekends or on call duty. Our Offer

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.

Referral Bonus: Tier III

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Nicole Alden.

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.

15101 North West 112th Avenue

33018 Hialeah Gardens, FL

United States (US)

Contact

Nicole Alden

nicole.alden@liebherr.com