Liebherr USA
General Manager - Customer Support
Liebherr USA, Newport News, Virginia, United States, 23600
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General Manager - Customer Support
role at
Liebherr USA .
The General Manager of Customer Support directs and coordinates the activities of the Customer Support & Parts Business organization to achieve optimum efficiency and profitability. This position reports directly to the Managing Director and has global responsibility for Mining Trucks. Direct reports include managers responsible for Product Support, Parts Operations, Reliability Engineering, Warranty Administration, and Technical Training & Publications.
Responsibilities
Ensure daily operation and continuous development of customer support, parts business, and support for affiliates and service partners.
Exceed customer and affiliate expectations in quality, reliability, safety, service, support, and response time.
Lead the customer support & parts teams and develop personnel capabilities.
Leverage global service knowledge and share best practices between Truck and Excavator service.
Direct department operations to keep mining trucks running and customers satisfied.
Plan, develop, and implement organizational policies and goals, including full budget development.
Coordinate global activities of the Customer Support organization to improve operational efficiency and economy.
Promote manufactured products and services to develop new markets, increase market share, and achieve competitive positioning.
Analyze MARC contracts and initiate improvements in operational and financial performance.
Create and present customer support presentations to senior management and customers.
Ensure clarity of priorities and goals for the Customer Support area, working with senior and executive management for strategy development and execution planning.
Communicate financial results, goal results, and key performance indicators to direct and indirect reports.
Directly manage a staff of 6 and indirectly supervise approximately 45 employees.
Perform supervisory duties in accordance with organizational policies and applicable laws, including hiring, training, performance appraisal, and employee relations.
Qualifications
Minimum of 10 years of functional experience in customer service, leadership, international business, and exposure to various cultures.
Significant portion of experience must be in the Mining Industry.
Bachelor’s degree in Mechanical or Electrical Engineering.
Ability to provide long‑term vision and inspire subordinates and peers to execute action plans with excellence.
Ability to manage challenging customer situations and negotiate customer support contracts.
Ability to manage the entire parts channel from ordering to distribution to sales.
Proficient communication skills—both verbal and written—with Liebherr employees, vendors, suppliers, and mining customers worldwide.
Experience working with international customers and colleagues.
Extensive technical knowledge of mechanical, hydraulic, and electrical systems and engines used in mining trucks and excavators.
Hands‑on experience with accounting, contact management, database, project management, spreadsheets, and word‑processing software.
Experience developing and managing departmental budgets.
Will travel domestically and internationally up to 30% of the time to customer or supplier sites.
Valid driver’s license and passport.
Valid Mine Safety & Health Administration (MSHA) certification.
Competencies
Ability to provide long‑term vision and inspire subordinates and peers.
Ability to manage challenging customer situations.
Ability to negotiate customer support contracts.
Professional interface with internal and external stakeholders across cultures.
Effective presentation skills to top management, public groups, and boards of directors.
Strong technical, analytical, and problem‑solving abilities.
Excellent organizational and time‑management skills.
Our Offer If you are interested, we look forward to receiving your online application. For questions, please contact Nicole Alden.
Equal Opportunity Employer Liebherr‑America, Inc. and its U.S. affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetic factors, military/veteran status, or other characteristics protected by law.
Location Liebherr Mining Equipment Newport News Co. 4100 Chestnut Avenue 23607 Newport News, VA United States
Contact Nicole Alden nicole.alden@liebherr.com
#J-18808-Ljbffr
General Manager - Customer Support
role at
Liebherr USA .
The General Manager of Customer Support directs and coordinates the activities of the Customer Support & Parts Business organization to achieve optimum efficiency and profitability. This position reports directly to the Managing Director and has global responsibility for Mining Trucks. Direct reports include managers responsible for Product Support, Parts Operations, Reliability Engineering, Warranty Administration, and Technical Training & Publications.
Responsibilities
Ensure daily operation and continuous development of customer support, parts business, and support for affiliates and service partners.
Exceed customer and affiliate expectations in quality, reliability, safety, service, support, and response time.
Lead the customer support & parts teams and develop personnel capabilities.
Leverage global service knowledge and share best practices between Truck and Excavator service.
Direct department operations to keep mining trucks running and customers satisfied.
Plan, develop, and implement organizational policies and goals, including full budget development.
Coordinate global activities of the Customer Support organization to improve operational efficiency and economy.
Promote manufactured products and services to develop new markets, increase market share, and achieve competitive positioning.
Analyze MARC contracts and initiate improvements in operational and financial performance.
Create and present customer support presentations to senior management and customers.
Ensure clarity of priorities and goals for the Customer Support area, working with senior and executive management for strategy development and execution planning.
Communicate financial results, goal results, and key performance indicators to direct and indirect reports.
Directly manage a staff of 6 and indirectly supervise approximately 45 employees.
Perform supervisory duties in accordance with organizational policies and applicable laws, including hiring, training, performance appraisal, and employee relations.
Qualifications
Minimum of 10 years of functional experience in customer service, leadership, international business, and exposure to various cultures.
Significant portion of experience must be in the Mining Industry.
Bachelor’s degree in Mechanical or Electrical Engineering.
Ability to provide long‑term vision and inspire subordinates and peers to execute action plans with excellence.
Ability to manage challenging customer situations and negotiate customer support contracts.
Ability to manage the entire parts channel from ordering to distribution to sales.
Proficient communication skills—both verbal and written—with Liebherr employees, vendors, suppliers, and mining customers worldwide.
Experience working with international customers and colleagues.
Extensive technical knowledge of mechanical, hydraulic, and electrical systems and engines used in mining trucks and excavators.
Hands‑on experience with accounting, contact management, database, project management, spreadsheets, and word‑processing software.
Experience developing and managing departmental budgets.
Will travel domestically and internationally up to 30% of the time to customer or supplier sites.
Valid driver’s license and passport.
Valid Mine Safety & Health Administration (MSHA) certification.
Competencies
Ability to provide long‑term vision and inspire subordinates and peers.
Ability to manage challenging customer situations.
Ability to negotiate customer support contracts.
Professional interface with internal and external stakeholders across cultures.
Effective presentation skills to top management, public groups, and boards of directors.
Strong technical, analytical, and problem‑solving abilities.
Excellent organizational and time‑management skills.
Our Offer If you are interested, we look forward to receiving your online application. For questions, please contact Nicole Alden.
Equal Opportunity Employer Liebherr‑America, Inc. and its U.S. affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetic factors, military/veteran status, or other characteristics protected by law.
Location Liebherr Mining Equipment Newport News Co. 4100 Chestnut Avenue 23607 Newport News, VA United States
Contact Nicole Alden nicole.alden@liebherr.com
#J-18808-Ljbffr