Support Services-ManagerHouston, TX | Job-ID 72351

Support head of customer service and lead the work groups supporting customer service activities.

• Plan and supervise the Administrative assistant team
• Plan and supervise the Warranty administration
• Plan and supervise the First assembly department
• Plan and supervise the Machine modification team
• Plan and supervise the Service engineer pool
• Plan and supervise the Digital product (DiSC) support team

Responsibilities

• Lead and supervise the team of administrative assistant service, warranty workshop, determines training schedule and team development.
• Develops the team of administration to ensure resources are available to each segment of customer service in times of high workload.
• Supervise the warranty team, establish and monitors KPI’s to ensure recovery rate set by management. Initiate the necessary steps or further development of the process if necessary.
• Develop and supervise the first assembly team responsible of delivering new machines to customers and fol-low up on missing parts.
• Develop and supervise the modification department responsible to install and follow up on all recalls required by the OEM.
• Develop and supervise the service engineer pool to ensure resources are available to each activity segment of customer service.
• Support customer service manager(s) in the preparation of sales planning for services (service engineer and application technicians).
• Plans new engineer hires in coordination with the service managers.
• Plans training for service engineer.
• Plans and maintains the service vehicle fleet.
• Plans and maintains the field service tools.
• Coordinate service engineer dispatch to attend service calls.
• Plans develops and supervise a structure for service calls dispatch.
• Develop and supervise technical support of DiSC products (apps, planning programs, e.g. MyLiebherr, Crane Planner, positioning systems, data acquisition and interfaces).
• Plans training of DiSC products internally the organization and extern to and from customers.
• Set the positive example in punctuality and professional demeanor by respectful communication with all levels of staff, keeping work areas clean and orderly, and promoting safety regulations and all other company programs.

Responsibilities

• Completes technical apprenticeship.
• Demonstrates initiative to visualize, organize, manage, and complete projects in individual and group settings.
• Ability to interface with all levels of staff.
• Demonstrates ability to handle confidential information.
• Proficiency in PC based word processing and spreadsheets.
• Ability to multi-task while completing work in a competent and professional manner.

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.

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

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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