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Technical Advisor_EMT_MINKitwe | Job ID 19429

  • Job ID 19429
  • Division Mining
  • Organization Liebherr-Zambia Ltd.
  • Area of employment Customer Service
  • Country Zambia
  • Entry level Professionals
  • Type of contract full time

Department: Customer Service – Technical Service

Report To: Service Manager, LZM

Position (Job Title): Technical Advisor – EMT, Mining

OBJECTIVES OF THE POSITION

Provide direct technical support to the Liebherr Earth Moving (EMT) and mining Fleet operating under the responsibility of Liebherr Zambia, while training the local workforce on the same. Liaise and strengthen customer relations and satisfaction with the view of expanding the current Liebherr footprint.

The Technical Advisor represents Liebherr Zambia ltd as the main technical point of contact between the Customers and Liebherr Zambia Ltd. The candidate shall be hands-on and be responsible for performing and training technicians to perform fleet inspections or audits, troubleshooting, component exchange, machine commissioning, product improvement implementation and feedback and other related maintenance activities and provide technical reports as requested by customers and or directed by Liebherr Zambia Customer Support Management. He/she shall provide leadership to the Liebherr Zambia technical support representative while ensuring customer satisfaction. The role also includes the coordination of technical information, practical hands-on training and assistance to Liebherr After-Sales Staff and MIN customers within Zambia, as assigned by service manager or MD, Aftersales & Operations from time-to-time.

ORGANISATIONAL RELATIONSHIP

A strong and trustful working relationship is expected to be cultivated with the Customers’ and the Liebherr Zambia service department personnel including Service Teams, Warehouse and Parts, Procurement, Site Personnel and Training & HR Teams.

As the machine population increases, and LZM service department matures, more focus would be required on personnel development and delegation at the Operational Level especially ensuring the national product support personnel are equipped technically to attend to and be able to perform complex task with little or no supervision. Your role in this would be to provide the national product support personnel with technical on-hands training to progressively develop them to be self-sufficient.

MAIN RESPONSIBILITIES

The items described in this section outlines the key areas of responsibility for the Technical Advisor and should not be taken as an exhaustive of the entire function. Accordingly, there is an expectation that the Technical Advisor will exercise reasonable initiative in undertaking other activities within the broader scope of the function.

  1. Team Management
  1. Under the direction of the service manager, provide technical coordination to the field service team in conjunction with the service administrator, while ensuring that technical queries and field request are attended to promptly by the responsible and capably service technician. Ensure timely feedback are given to the customer along with recommendations in line with the agreed Client Services Arrangement, respecting the Liebherr Mining Standard.
        1. Weekly Telecoms with relevant Stakeholders
        2. Compile/ Issue of Weekly Activity Report
        3. Weekly Service meeting with the service manager
  1. Provide technical support through the provision of inspection or audit reports, as well as adhoc reports as and when required.
  2. Responsible for acquiring equipment download, analyze data &review, and offering recommendations in regard to possible improvements as well as preventive actions to be taken on equipment to customer to improve equipment performance and reliability.
  3. Provide oversight responsibility and coordination of quoting customer with the correct information to ensure effective support
  4. Provide customers support by following up on open technical issues impacting their equipment performance.
  5. Conduct regular product inspections (along with available service technicians) to identify and recommend to customer required actions to rectify any abnormalities.
  6. Write Product Information Reports (PIRs) and submit timeously to factory for analysis.
  7. Participate completing and timely updating Customer Service Information (CSIs) follow up files.
  8. Participate in daily toolbox sessions and any regular meetings as requested by LZM or Customer
  9. Ensure every effort is made to manage the warranty process from the part replacement phase through to the claim form submission to Service Admin along with any technical report required, with the view of optimizing Liebherr Zambia Ltd chances of securing a positive decision.
  1. Health, Safety and Environment Compliance

Responsibility to ensure adherence to the LZM and Customer Health and Safety Management Plan within the area of their responsibility. This includes:

  1. Ensuring compliance with Health and Safety and Environmental Policy Statements
  2. Promotion of Safety, Health and Environmental work practices for yourself and all site visitors either suppliers or any Liebherr Staff.

The above responsibilities signify a commitment to continual improvement with regard to Health, Safety and Environmental Management.

  1. Management of Equipment Condition, Performance and Elimination of Failures
  1. In collaboration with the Liebherr customer Support Team, ensure the effective monitoring and recommend corrective actions, as well as improvement towards performance of fleet by monitoring the successful execution of the following:
      1. Oil Sample Analysis,
      2. Root Cause Analysis,
      3. In-country Part Stock Recommendation
    1. As an product expert, the Technical Advisor is leading the equipment troubleshooting together with the service team
      1. Regularly presents factual improvement and finding to the Liebherr Project Support Team intended to optimize the equipment performance and availability, especially for equipment under warranty
      2. Monitor scheduled maintenance regime intended to conduct or assign personnel by inspections and eliminate minor failures that could lead to major down events.
      3. Advice on improvement possibilities related to Planned Maintenance regime by respecting the OEM maintenance guidelines intended to preventatively repair equipment and ensure optimum equipment availability, and advise Factory/LZM Service manager accordingly.
      4. Evaluate the corrective maintenance regime intended to provide timely repairs during breakdown events with the view of repairing the equipment and return it to productive and report findings to Factory/LZM Service manager.
      5. Recommend site specific maintenance strategies for the duration of equipment life with risk/cost relationships detailed through a maintenance strategy review process.
      6. recommend planned component replacement plan to customers
  1. Service, Parts and Warranty Administration

In accordance with Liebherr Standards, the Technical Advisor is responsible for the evaluation on-site of:

    1. Service Administration Role of the dedicated local service technicians with regards to Field Service Reports / PIRs:
      1. Random Inspection of reports (content / completeness)
      2. Processing, updating of information and closure after completion of works.
    2. Parts and Tooling Customer Stock Recommendation, to include:
      1. Recommending stock to hold in support of available fleet
      2. Warranty / Core returns support
      3. Recommend OEM tooling that can assist both LZM and customer reduce equipment downtimes
    3. Parts Warranty Support, including:
      1. Ensure diagnosing of warranty cases are performed effectively and efficiently, ensuring part replacement is in line with the defined warranty policies
      2. Timely submission of warranty job sheet
      3. Assist in the timely return of the failed Part from customer site to LZM Kitwe Service Administrator
      4. Assist the service administrator by providing the relevant and accurate information.
      5. Participate in warranty review sessions as organized by the service manager.
  1. Training Follow-up and Knowledge Transfer

This position requires the Technical Advisor to participate in the EMT & MIN trainings as well as complete any HSE trainings recommended to ensure compliance with local Health and Safety and Environmental Policy Statements

The senior CSR has a responsibility to train and transfer knowledge to the National Technicians and Service team within LZM and by extension to the Customers’ workforce to ensure a high quality of work and follow up of Liebherr processes.

PROFESSIONAL EXPERIENCE

  • The Technical Advisor must be a Liebherr EMT and Mining Product EXPERT, with long experience on DOZ HEX and WHL product; ideally in mining environment.
  • He/she needs to have experience in leading people (leading hand / supervisor) ideally in remote areas
  • Hands on experience in the Technical Service Areas, in the area of Hydraulic, Electrical and Electronics, diesel engines or heavy duty equipment operated by diesel engines
  • Knowledge and understanding of diesel engine theory and operation
  • Good communication (speech and written) skills (English)
  • Good computer MS Office knowledge for data entry into maintenance and/or product reporting systems
  • Proficiency in the use of maintenance and diagnostic tools including Sculi, Lindiag, Lidia, Lidos etc.
  • Ability to work in non-climate controlled conditions required
  • Ability to work with little or no supervision

EDUCATION

  • High school diploma or higher professional qualification required
  • Vocational/Technical Certification preferred
  • Specialized Liebherr Training on EMT & MIN Products in the assembly, commission, repair and component replacement
  • A valid driver’s license is required

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  • Job ID 19429
  • Division Mining
  • Organization Liebherr-Zambia Ltd.
  • Area of employment Customer Service
  • Country Zambia
  • Entry level Professionals
  • Type of contract full time

The company

The Liebherr Group is not only one of the world’s leading manufacturers of construction machinery but is also an acknowledged supplier of technically innovative user-oriented products and services in numerous other fields. The Group employs approximately 44,000 people in more than 130 companies across all continents.   

Location

Liebherr-Zambia Ltd.

Unit 3 and 4 Buchi Industrial Park

Independence Avenue

Kitwe

Zambia

Contact person

Jane Lialabi

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