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Liebherr USA · 3 days ago

Technical Coordination Supervisor, Field Service

Houston, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

Liebherr USA is an international company that has been operating in the United States since 1970, specializing in a variety of products and technologies. The Technical Coordination Supervisor is responsible for scheduling and dispatching workers and service vehicles, as well as interacting with customers to address inquiries and resolve complaints.

Mechanical Or Industrial Engineering

No H1B

Responsibilities

Prepare, schedule and dispatch workers, work crews, equipment, spare parts, or service vehicles to appropriate locations according to customer requests, specifications, or needs

Coordinate with the customer and other departments (such as spare parts, repairs, training, TAs and TMs and service) to resolve technical issues, prepare jobs, provide administration and coordination of personnel, resources, equipment and parts to provide complete customer satisfaction

Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors

Basic troubleshooting knowledge of mechanical, hydraulic and electrical systems

Carry out supervisory responsibilities in accordance with the organization’s policies and procedures including planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems for all assigned Field Service Technicians

Confer with customers, supervising personnel, or factory resources in order to address questions, problems, and requests for service or equipment

Prepare daily work, prioritize jobs and run schedules

Ensure field service staff has all necessary tools and equipment to perform required tasks

Confer and inform Technical Managers about reoccurring issues

Monitor personnel and/or equipment locations and utilization in order to coordinate service schedules

Confer with customers by telephone and confirm by email in order to provide information about products and services to take orders, provide technical assistance or follow-up, or obtain details of complaints

Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken in the systems we use

Contact customers in order to respond to inquiries or to notify them of modifications, investigation results and any planned adjustments

Refer unresolved customer grievances to designated departments for further investigation

Review and evaluate completed jobs and initiate measures to improve the efficiency

Provides required information to the admins for the allocation of costs

Complete contact forms, prepare change of address records and delivery address changes using computers

Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes

Oversees the maintenance of quality standards through visual and mechanical inspection methods

Promotes a safe work environment by ensuring that established safety procedures are being followed

Oversees the handling and disposing of hazardous wastes, such as oil, antifreeze, transmission fluid, auto parts cleaner, and similar material

Qualification

Supervisory skillsHeavy equipment experienceTechnical troubleshootingPC proficiencyCustomer service skillsMulti-taskingConfidentialityProject management

Required

High school graduate or GED and at least 3 years of experience with heavy equipment or machinery, or the equivalent education and experience

Supervisory position which directs and coordinates the activities of field service technicians

Responsible for the overall direction, coordination and evaluation of Field Service Technicians 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

Demonstrated initiative to visualize, organize, manage, and complete projects in individual and group settings

Ability to interface with all levels of staff

Demonstrated ability to handle confidential information

Proficiency in PC based word processing and spreadsheets

Ability to multi-task while completing work in a competent and professional manner

Travel domestically and internationally up to 20% of the time

Ability to obtain and maintain a valid driver license and passport

Ability to work nights or weekends, and perform on-call duty