Product Technical Specialist

The Product Technical Specialists 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

Essential Duties:

• 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 resolve 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.
• Assist 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 sight technical guidance to the dealers.

Competencies

Education and Experience:

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.

Additional Requirements:

• Travel domestically and internationally up to 50% of the time.
• Ability to obtain and maintain a valid driver’s license and passport.

Our Offer

Pay Range: $89,000 - $105,000

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.

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