Product Support Representative

2 months ago

Newport News, United States Liebherr Full time

The Product Support Representative plans and coordinates activities concerned with assembling, testing, and commissioning of various types of Liebherr equipment. Investigates and resolves customer reports of technical problems with equipment and assists customers with service-related issues such as machine performance, preventive maintenance, and the reduction of future operational or service difficulties. The initial 3 year assignment will be in Perth, Australia. After completion of the 3-year assignment the candidate will have the option to return to the United States or their country of origin.

Responsibilities

  • Assembles new or used equipment at customer sites and ensures full functionality according to factory specifications.
  • Writes Product Incident Reports (PIR's) on technical problems used to identify trends affecting design, production, service, and maintenance processes, and makes recommendations for modifications to eliminate future problems.
  • Writes Product Assembly Reports (PAR's) on problems encountered during machine assemblies, reports and documentation from customers and field service technician's, inspects malfunctioning or damaged product to determine nature and scope of problem, and recommends repair, replacement, or other corrective action.
  • Provides assistance to Regional Managers Customer Support, Engineering, and other departments to resolve product problems and expedite solutions.
  • Provides on-site technical assistance to help troubleshoot and repair equipment.
  • Provides a communication link between the customer and the Regional Managers Customer Support to help ensure that effective service is provided to the customer.
  • Assists in establishing preventive maintenance programs including planning and scheduling of equipment maintenance in accordance with factory specifications contained within Operation and
  • Maintenance manuals and guidelines.
  • Provides technical advice and assists customers in completing and submitting warranty claims and ensures parts and paperwork are returned to the factory as required.
  • Provides technical advice in the development of service manuals, Technical Instructions (TI's) and Service Information's (SI's), Engineering Change Requests (ECR's), and training courses.
  • Conducts training on safe operation of the equipment and demonstrates skills to customer Operations and Maintenance personnel.
  • Assists Regional Managers Customer Support, customers, and Parts personnel to ensure adequate inventory levels are maintained at site and equipment locations.
Competencies

  • Associate's degree or equivalent from 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.
  • Knowledge of mechanical systems, hydraulic systems, low voltage D.C., high voltage A.C., electrical control systems, and diesel engines.
  • Knowledge of Outlook software, Excel Spreadsheet software and Word Processing software.
  • Ability to read and interpret electrical and hydraulic drawings and schematics.
  • Ability to use electrical test equipment, hydraulic test equipment and other equipment required for troubleshooting and diagnostic testing.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent and to draw and interpret graphs.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Travel to customer and supplier sites domestically and internationally for 2-7 weeks in duration.
  • Ability to obtain and maintain Local Mine induction and access.
  • Ability to obtain and maintain Local Mine HSE certification.
  • Ability to obtain and maintain a valid passport and International driver's license.
  • Serve on-call for 24/7 shifts and periodically required to work up to 14-hour days.
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 II

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 Mining Equipment Newport News Co.

23607 Newport News, VA

United States (US)
Contact

Nicole Alden

nicole.Alden@liebherr.com

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