The Autonomy and Technical Support Group is responsible for handling technical issues and inquiries from LME’s affiliate network concerning Off Highway Trucks (OHTs). In addition to actively addressing technical issues, the Technical Support Supervisor is tasked with leading engineers in the team and collaborating closely with Regional Customer Support Managers, LME Affiliates, and the Engineering teams. This role demands in-depth technical knowledge and expertise in the mechanical, electrical, and software systems of OHTs.

Responsibilities

• Provides remote and on-site engineering support services that delivers product reliability, functionality and cost requirements, including technical verification, troubleshooting, validation, and commissioning of mechanical, electrical, and software systems − Achieves resolution of problems by promptly responding to request for service and assistance and
• by working directly with affiliates, customers, Engineering, and suppliers
• Researches and analyses data such as Product Incident Reports (PIR), Product Assembly Reports (PAR), and incident tickets to identify and resolve problems.
• Lead and mentor engineers within the Autonomy and Technical Support Group, fostering a collaborative and high-performance work environment.
• Monitor and evaluate team performance by tracking and improving issue resolution response times
• Provides team feedback and coaching to ensure continuous improvement
• Manage resources effectively, ensuring the team has the necessary tools and support to succeed
• Assist in workstream process improvement and work tool implementation initiatives
• Build and maintain strong relationships with key stakeholders, including Regional Customer Support Managers, LME Affiliates, and LME internal teams
• Address and resolve conflicts within the team, promoting a positive and productive work environment
• Develop and maintain issue knowledge base, prepare technical summary reports and present to the management and affiliate teams as required; and communicate project changes and progress
• Assesses the complexity of technical issues and inquiries and assigns ownership, working with team members to define and accomplish timelines for their completion
• Advises issue owners on data analysis or troubleshooting techniques; highly knowledgeable in the use of tools available for gathering and analyzing data and information
• Develops alternative solutions individually as well as in group problem solving situations
• Exemplifies teamwork and supports team-based initiatives; provides constructive feedback to team
• Follows policies and procedures and supports organization's goals and values
• Serves as a project owner if or when circumstances require it (i.e., project workload, department workload, resource availability, safety related projects, etc.)
• Encourage and facilitate the team's participation in training sessions, educational workshops, and field trials to maintain and enhance their knowledge
• Supervisory Duties:
• Directly supervise specific employees within the Autonomy and Technical Support Group
• Responsible for the overall direction, coordination and evaluation of the Autonomy and Technical Support Group
• Manage the scheduling and rostering of team members on 24/7 support operations
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Oversee the team's proper use of ticketing systems and software tools to document customer technical issues and inquiries and redistribute workloads as needed
• 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: Bachelor’s degree in engineering combined with 7+ years of relevant experience with a heavy equipment OEM (supplier to mining industry preferred). Previous experience in a lead technical and/or
• customer management role is a plus.
• Advanced knowledge of the design, specification, and utilization of mechanical systems, hydraulic systems, low voltage D.C., high voltage A.C., electrical control systems, and diesel engines on mobile equipment
• Knowledge of autonomous haulage systems used in surface mining
• Knowledge of communication protocols (CAN, J1939, DDS, etc.), real-time embedded systems, Robot Operating System (ROS), and wireless telemetry, as applied in the surface mining environment
• Knowledge of Creo View CAD software
• Understanding of the mining industry in general, and of surface mining methods specifically
• Understanding of the application of mining machinery and related equipment
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Reads and interprets documents such as schematics, part and assembly drawings, technical procedures and manuals, spec sheets, operating and maintenance manuals, and safety and governmental regulations
• Identifies and resolves technical problems in a timely manner; skillfully gathers and analyzes information or data; establishes facts and draws conclusions; develops alternative solutions; and uses intuition and experience to complement data and develop innovative approaches and ideas
• Strong organizational skills with attention to detail and ability to develop plans by applying Project Management principles; allocates resources and performs risk management to manage workload and deliver results in a timely manner; communicates changes and progress and follows change management procedures
• Seeks self-development; mentors and coaches his team; and provides relevant training to peers, internal and external customers
• Writes clearly and informatively, both in technical and conceptual terms; and demonstrates group presentation skills by speaking clearly and persuasively in positive or negative situations before groups of customers or employees of the organization
• Proficient with Microsoft applications such as Teams, Outlook, Project, OneNote, Excel, PowerPoint, etc.
• Travel domestically and internationally up to 20% of the time
• Ability to obtain and maintain a valid driver license and passport
• Ability to obtain/maintain regional and site-specific safety certifications
  
  
  

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 Melissa Silva.
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.
The company
In line with its international growth, Liebherr’s venture into the United States began in 1970. Within a couple of years, the company expanded and completed its production facilities in Newport News, Virginia, for its product line of hydraulic excavators. It was later converted into Liebherr’s manufacturing facility for mining trucks and remains home to Liebherr Mining Equipment Newport News, Co. In addition to its production facility, Liebherr markets a wide variety of products and technologies its companies located across the United States. The companies are Liebherr-Aerospace Saline, Inc., Liebherr Gear Technology, Inc., Liebherr Automation Systems, Co., and Liebherr USA, Co., the umbrella company for eight divisions that are positioned across the United States.

Location
Liebherr Mining Equipment Newport News Co.
4100 Chestnut Avenue
23607 Newport News, VA
United States (US)

Contact
Melissa Silva
[email protected]