Technical Analyst & Legal Point of Contact - Mobile & Crawler CranesNewport News, VA

As a Technical Analyst, this position will manage, process and summarize data for the Customer Service management team. The Technical Analyst will be the main contact for customer service management and their teams to improve understanding, insight, efficiency and effectiveness of operations and processes within the LUS-LWE department based on analytical evaluation. Manages and communicates with customers on updated service information such as letters, bulletins and modifications.

The Technical Analyst is responsible to define, assess and coordinate the improvement of customer service metrics and closely work with the business analyst to present the data through effective models to management. This includes the analysis of trends, changes and KPIs in close coordination with executive leadership.

The Technical Analyst is also the LUS-LWE division’s Legal Point of Contact. The Legal Point of Contact prepares case evidence and documentation, outgoing mail and confidential  correspondence based on guidance from and for the company counsel.

Responsibilities

• Ensure modification notices are accurately worded.
• Follow up with customers regarding modification letters, documenting dates and customer feedback.
• Ensure customer service bulletins are accurately worded.
• Ensure customer service letters are accurately worded.
• Work with LISA, Power BI Reports, BAAN and all other related service programs.
• Create reports and queries using MS Access and/or BI applications.
• Maintains a working knowledge of safety policies and regulations to ensure duties of self and others are performed in a safe manner.
• Implements progressive improvement to the quality and reliability of data within the actual tools through direct projects with the Customer Service Team and IT departments.
• Identifies training opportunities based upon errors detected in the systems.
• Prepares and diagrams detailed work instructions for all designed and developed BI reports.
• Builds positive customer relationships through effective communication, establishing trust and maintaining confidentiality.
• Centralized point of contact for Liebherr counsel for the LUS-LWE division.
• Gather case evidence and documentation by preparing files and inputting information from records, statements, and other documentation.

Competencies

• Education and Experience: Masters in technical field and bachelor’s degree in business management, accounting, computer science, information technology and/or legal education from a four-year college or university; as well as three (3) to five (5) years related experience and/or training.
• Advanced Technical crane knowledge.
• Advanced knowledge in business software, including but not limited to SharePoint, Excel, Access, PowerPoint, Word and Outlook.
• Exceptional written and verbal communication skills.
• Demonstrated knowledge in data analysis.
• Ability to interact with other departments and customers with tact and courtesy.
• Ability to work closely and cooperatively with colleagues and take direction well.
• Demonstrates strong interpersonal skills and professional conduct.
• Communicates effectively with all levels of management.
• Ability to perform effectively, despite sudden deadlines and changing priorities and in high pressure situations.
• Ability to establish effective working relationships.
• Demonstrates exceptional work habits and is judicious in carrying out assignments without direction.
• Possesses a strong knowledge of computers and standard office equipment.
• Demonstrated ability to make decisions; support and explain reasoning for decisions; include appropriate people in decision-making process.
• Ability to plan, organize, monitor and control projects, ensuring efficient utilization of technical and administrative resources, to achieve project objectives.
• Ability to effectively present information and respond to questions from executives, managers, suppliers, customers, and the general public.
• Proficient problem-solving skills and ability to convey complex business concepts in technical language.
• Action oriented with excellent follow through.
• Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to write reports and business correspondence.
• Travel domestically and internationally a minimum of up to 30% of the time.
• Ability to obtain and maintain a valid driver’s license and passport.

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 IV

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

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.
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