Field Service SupervisorNewport News, VA

The position of Field Service Supervisor will provide technical support for all LWE departments, Liebherr Ehingen and customers, as well as provide technical information for new crane deliveries. It will also be responsible for coordinating with technicians for the scheduling and dispatch of workers, work crews, spare parts, equipment or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, service, or emergency repairs rendered outside the place of business. The position will interact with customers to provide information in response to inquiries about products and service and to handle and resolve complaints.

*For consideration, all candidates must apply through our online career portal. We kindly ask that you do not send applications or resumés via email.

*This position is not eligible for sponsorship. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.

Responsibilities

Essential Job Duties:

• Coordinate with the team members to schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using all forms of communication.
• Review site requirements and restrictions.
• Provide technicians with all necessary job details such as scope, duration, tools, parts required and any additional equipment needed for job completion.
• Provide customers with regular updates on technician arrival times, job status and completion.
• Schedule and coordinate all 3rd party suppliers required for service or inspection.
• Ensure tickets are being actively worked and progressing.
• Provide technical information and documentation to sales, Liebherr Ehingen, service, customers and training.
• Supply internal and external customers with detailed information regarding crane operations and functions.
• Read and interpret modification procedures from a technical perspective.
• Confer with customers or supervising personnel to address questions, problems, and requests for service or equipment.
• Analyzes problems and propose / implement detailed technical solutions.
• Analyze customer needs for new equipment and options and support sales in determining if they are compatible.
• Confer with customers to provide information about products and services to take orders or cancel accounts or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.
• Contact customers to respond to inquiries or to notify them of modifications, investigation results and any planned adjustments.
• Refer to unresolved customer grievances to designated departments for further investigation.
• Complete contact forms, prepare change of address records and delivery address changes.
• Manage all customer escalations.
• Support administration and warranty team with billing questions and discrepancies.

Supervisory Duties:

• Manages Direct Reports
• Responsible for the overall direction, coordination and evaluation of Field Service Technicians and Technical Analyst team.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

Education and Experience:

• High school graduate or GED and at least 3 years’ experience with heavy equipment or machinery, or the equivalent education and experience.
• And at least 2 years’ experience with all-terrain and crawler cranes; to include reading of electrical and hydraulic schematics, mechanical, electric and hydraulic systems and other essential functions required to troubleshoot and diagnose crane service issues.

Our Offer

Pay Range: $110,000 - $140,000

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 Katie Stevens.

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.