Customer Support EngineerNewport News, VA | Job-ID 71644

The Customer Support Engineer will provide required support to the Regional Customer Support Manager (RCSM). This includes interactions with Product Engineering, Quality and Manufacturing.

Responsibilities

• Provide support to Regional Customer Support Managers for all product related issues.
• Assists in coordination of Service Information (SI’s) and Technical Instructions (TIs) with affiliates.
• Reports potential product issues and follows up with status and progress reports to RCSM’s.
• Submit Engineering Change Requests (ECR’s) to Engineering to correct product performance deficiencies or reliability problems; follows-up as required.
• Reports and maintains monthly, all events that impact the reliability of a truck and status of product reliability related issues by mine-site.
• Coordinates documentation relating to upgrades and modifications [Service Instructions (SIs) and Technical Instructions (TIs)] with relevant personnel and verifies when the upgrades and modifications have been implemented.
• Assist with customer handover forms, checks for completeness and accuracy.
• Monitor and assist with review or disposition or PIRs from the field; creating PIR projects based on field issues, data analysis and parts evaluation.
• Review, disposition and verification of PARs as assigned by LME Quality Assurance department to address and resolve new product assembly issues.
• Work with Reliability team and keep the RCSMs abreast of PIR Project(s) status, as to inform affiliates and customers of the timeline to resolution.
• Follow up on regional field tests and projects.
• Provide input and draft CSIs related to Customer Support working through the Customer Support Manager
• Liaises with factory Engineering, Quality and with the other departments on regional issues.
• Enter Product Evolution Requests (PER’s) to Sales and Marketing based on customer requests for improvements or options.
• Participate in design reviews and provide input into develop verification and validation plans for new or redesigned components.
• Uses computer assisted engineering and design software and equipment to perform specified engineering tasks.

Competencies

• Education and Experience: Bachelor's degree in Mechanical or Electrical Engineering from four-year College or university; or a minimum of three (3) to (5) five years related maintenance experience in heavy equipment mining environment and/or training; or equivalent combination of education and experience.
• Understanding of basic electrical systems
• Understanding of hydraulic principles and systems.
• Knowledge of Microsoft Office Suite products. Excell, Word, PowerPoint.
• Understanding of basic hydraulic and electrical schematics.
• Understanding of basic structural drawings.
• Ability to respond to common inquiries or complaints from internal and external customers.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Travel domestically and internationally up to 10% of the time.
• Ability to obtain and maintain a valid driver license and passport.
• Ability to maintain Mine Safety & Health Administration (MSHA) certification.

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 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.
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.