Off-Site Support Specialist (Engineering)Newport News, VA

Supporting remote Service offering, the Remote Service Specialist role is an extension of our existing product and technical support roles. This role will provide valuable technical support to our customers and technicians via our XpertAssist application. This technical support typically includes referencing instruction manuals and troubleshooting technical problems via Chat, voice & video calls in the Remote Service applications. This role will also provide functional support to mining technology products.

The Global Remote Service Specialist provides T2 and T3 level support for Mining products (HEX, OHT) and Technology Products. This role requires advanced troubleshooting skills, real-time problem-solving, and collaboration with regional and global support teams to ensure high service availability and responsiveness.

Responsibilities

• Provide expert-level remote support and troubleshooting issues across all mining products and technology solutions.
• Guide customers through issue resolution and maintain accurate service case data.
• Provide feedback, review, and validate technical information for the CDP content and TSA guides.
• Coordinate service case escalations for complex and/or critical issues.
• Identify and leverage opportunities to up-sell and cross-sell technical and product solutions, enhancing customer maintenance practices.
• Participate in ongoing training to remain current with industry advancements.
• Commit to specified shift rostering, ensuring continuous support coverage.
• The Remote Service Specialist is responsible for providing comprehensive support for HEX, OHT and associated Technology Products.
• Provide advanced troubleshooting and resolution for all technical issues, ensuring optimal equipment performance across these core mining products.
• Support for key systems including Assistance Systems, Performance Monitoring, Operational Conformance, Application Severity, Bucket Filling Assistant, Truck Loading Assistant, Crusher and Navigation Assists, Automatic Truck Recognition, Data Services & Connectivity.
• Provide assistance with operational and diagnostic tools, including LMTD (Liebherr Mining Truck Diagnostics), Spare Parts Catalog, TSA, CDP, and XpertAssist.
• Support the integration and maintenance of drive-by-wire hardware to prepare machines for autonomous operations.

Competencies

• Education and Experience:
  • Education: Trade Certified/Engineering degree in Mechanical or Electrical.
  • Experience: Minimum of 3 years of experience in a technical support role within the mining equipment.
• Proficiency in troubleshooting HEX, OHT products, and mining Technology Products, with a strong emphasis on developing advanced troubleshooting skills through dedicated training.
• Excellent communication skills with the ability to clearly convey technical information.
• Strong analytical and problem-solving skills with a proactive approach.
• Ability to work collaboratively in a fast-paced environment.
• Travel domestically and internationally up to 10% 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 Thomas Steele.

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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