Product Technical Specialist

About the Position

Product Technical Specialist

Newport News, VA

The Product Technical Specialist's primary responsibility is providing call center technical support to the US dealer network based out of Liebherr USA, Co. headquarters in Newport News, VA. The Product Technical Specialist will be the first point of contact for dealer technicians when they cannot resolve a technical issue on their own and therefore must be the market expert on their particular product line; requiring a strong background in service, maintenance, troubleshooting, and operation of any machine model within that product line. As the technical expert for a particular product range, this person will also be the primary technical liaison for the US market to the associated factory in Europe.

*For consideration, all candidates must apply through our online career portal. We kindly ask that you do not send applications or resumés via email.

*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.

Responsibilities

• Works directly with dealer technicians and/or service management by remotely guiding them through service maintenance, troubleshooting, and technical issues to ensure products operate and perform with the highest production and availability to meet customer expectations.
• Answers incoming phone calls and emails from dealer technicians in a timely manner then holding responsibility to track the associated calls through to completion of issue.
• Uses hydraulic and electric schematics, diagnostic software, and advanced troubleshooting techniques to assist dealer technicians in resolving machine issues.
• Records each phone call or email in a call log system and uses the stored information to track trends.
• Communicates directly with the Technical Support Departments at the Liebherr factories in Europe, supplying detailed reports of issues when internal assistance is needed.
• Assists dealer technicians with diagnostic software, able to explain the installation, use, and updating of each.
• Proficient in the use of LIDIA, SCULI, LIDAT, John Deere Service Advisor, LiNDIAG, Bodem, and Hyper-terminal.
• Creates market-specific product service update bulletins, with detailed instructions, to be distributed to our dealer network.
• Follows through with manufacturer’s recommendations with regard to service or product updates.
• Prepares detailed technical reports and system performance analyses that can be forwarded to the factory for machine and special attachment performance review.
• Provides after-hours support on rotation within the technical support team.
• Occasionally travels within the market to provide on-site technical guidance to the dealers.

Requirements

• Education and Experience:
  • Associate's degree or equivalent from a two-year college or technical school; or five (5) years related experience and/or training in repair and maintenance of heavy mining equipment; or equivalent combination of education and experience.
• Additional Requirements:
  • Travel domestically and internationally up to 50% of the time.
  • Ability to obtain and maintain a valid driver’s license and passport.

We Offer

• Pay Range: $89,000 - $105,000
• An interesting and ambitious role in a successful international company.
• 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 a competitive salary.

About 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.

Liebherr USA Co.

4800 Chestnut Avenue

23607 Newport News, VA

United States

Contact

Katie Stevens

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.

Job ID: 85232

Division: Liebherr International

Company: Liebherr USA Co.

Area of employment: Product management

Country: United States

Entry level: Professionals

Type of contract: full time

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