Fueling the future: meet our digital experts
In a world defined by rapid change and evolving technology, Liebherr provides seamless support through multiple digital platforms including MyLiebherr, a fully integrated customer portal. In the U.S., Isaac Zayas and Trina Baughman provide essential collaboration throughout all Liebherr digital platforms, directly engaging with customersto offer hands-on guidance and expert assistance.
Liebherr USA, Co. supports the integration of digital tools for ten different product segments. Zayas and Baughman directly assist two of these segments, each with their own set of unique needs and requirements.
Supporting the earthmoving and material handling technology segment is digital solutions specialist Isaac Zayas. With over five years of experience in his current role, he was drawn to Liebherr’s potential for technological growth.
Day to day, Zayas supports platform rollouts, develops and hosts online training, and collaborates with factory-level counterparts in Europe who actively developin-house digital programs. He also assists in the integration of newly launched applications on major platforms including MyLiebherr and the Dealer Portal.
As the portal offers telematics maintenance, machine performance data, parts availability, manuals, and more, Zayas works directly with end users to ensure that the system is not only efficient, but user-friendly. He adjusts certain aspects such as clicks, backlinks, and overall scalability to enhance usability. Additionally, two new digital services, MyLiebherr Maintenance and MyLiebherr Performance, are scheduled for rollout in the second half of 2026 to further support end-user platforms. Zayas noted, ‘‘As the digital solutions specialist, I serve as a bridge between business needs and technological advancements.’’
To provide more hands-on customer service, Zayas also travels to Liebherr dealers, hosting training sessions for administrators, field technicians, and sales representatives on how to use tools such as service tickets, placing orders, navigating licensing tools, and telematics support.
Liebherr’s hands-on approach and exceptional customer service are vital across all product segments, including mobile and crawler cranes. No stranger to providing excellent customer support online and in person is Trina Baughman, who serves as product manager of digital services for mobile and crawler cranes. Over the last 23 years, Baughman has worked in multiple service positions at Liebherr and now directly supports the MyLiebherrplatform for customers in this segment.
On MyLiebherr, Baughman provides extensive support for programs such as Crane Planner 2.0, Crane Finder, and Performance. When activated, these tools can capture crane data such as crane position (GPS), carrier and superstructure hours, fuel usage, wind speeds, temperature, and load cases. Each application provides real-time data to operators, aiding in more efficient usage of the crane, ensuring the project remains on schedule and within the projected budget. With multiple programs for customers to navigate, Baughman’s goal is to guide users through the portal and help them understand how to use each application efficiently for each crane, including the recently added Mobile Construction (MK) cranes.
To ensure complete customer satisfaction, Baughman spends up to 80 % of her time traveling to customer sites to conduct in-person overview training. These sessions include reviews of Crane Planner and Crane Finder, introductions to Performance, previews of new and upcoming features, and testing of new programs. She also collects feedback and recommendations from US customers and works diligently with her European counterparts to implement those insights into subsequent versions of the programs.
‘‘The evolution of digital services has created requirements to collaborate closely with other departments and new personnel,’’ said Baughman. ‘‘Through this position I have learned that people are my purpose and MyLiebherr is my passion.’’
Isaac: Utilizing our platforms provides dealers and customers essential data for peak performance of their machines. Applications such as MyLiebherr Maintenance and MyLiebherr Performance allow our team to troubleshoot any issues remotely, getting customer machines up and running faster and keeping them in service longer. Higher machine productivity leads toprojects getting completed on time and budget.
Trina: Each platform on MyLiebherr provides real-time data to the customers. This data can be utilized to enhance operator use of the crane and safety of the jobsite as well as support unique project requirements such as large elevation changes, complicated lifts, or maneuveringin a highly populated area.
On our end, we not only evaluate monthly statistical reports to capture online parts orders and product registrations, but we see real value in direct customer interactions. Requests and site visits help ensure that users receive individualized dashboards and assistance to meet their specific needs.
Isaac: Be open to rapid change. Every day will look different, and you must be willing to try new experiences, opportunities, and technologies to grow in this field.
Trina: Always make sure that you know your purpose and be passionate about what you are doing. You do not need to be a computer expert. Utilize your strengths to complete your job the best way possible.
