Manager, EMT Field Service and Dealer Support DevelopmentNewport News, VA

The Manager, EMT Field Service and Dealer Support Development is responsible for providing direct management to the District Support Representatives and also coordinating activities with the National Account Service Representatives as necessary to provide seamless service support to the LUS-EMT Dealers, LUS retail stores and Direct National Accounts Customers on all customer service-related activities ensuring a high level of customer satisfaction within the market.

Responsibilities

• Manages all field service-related processes for HR, purchasing, travel and related expenses, as well as weekly scheduling and continued training/education to fulfill their roles.
• Manages Dealer Scorecards for Customer Service-related activities. Develops recommendations and action plans to ensure proper tooling, parts stock, training, warranty recovery, bulletin completion etc. is attained by dealers.
• Provides direct input to technical service team for efficient resolution of issues in the field.
• Participates in technical discussions with factories as required.
• Review of, filing and dissemination to dealers of DSR Field Service Reports.
• Tradeshow Setup/Teardown/Attendance.
• Revise and set-up DSR service territories by machine population.
• Manage the process for Machine Incident Investigations.
• Investigation of customer/dealer customer service-related complaints.
• Scheduling of machine assembly/commissioning.
• Coordinates proper resource in the field to support high priority machine down issues.
• Supervisory Duties:
  • Directly manages and directs the activities of the District Service Representatives.
  • Responsible for the overall direction, coordination and evaluation of Technical Support capabilities for the LUS-EMT Dealer network and LES locations.
  • 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

• Education and Experience: Associates or Technical degree with 5 years of related experience or a combination of education and experience equivalent to 10 or more years.
• Must be proficient in using Microsoft programs such as Word, Excel, Access and PowerPoint.
• Must have basic knowledge in DC and AC electric circuits.
• Must have basic understanding of engines, hydraulic pumps and motors and other mechanical components.
• Must be able to read and interpret engineering drawings, hydraulic and electric system schematics.
• Must be able to communicate engineering requirements to service representatives and Dealer mechanics.
• Travel domestically and internationally up to 70% 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.
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.