The Technical Support Engineer investigates and resolves customer technical issues identified on Liebherr mining trucks, including autonomous haulage systems (AHS). This includes system analysis and troubleshooting of the trucks' mechanical, electrical, and software systems.
The work schedule for this position is as follows:
- Week 1 - Day Shift: 6:00am - 6:00pm (7 days)
- Week 2 - OFF (7 days)
- Week 3 - Night Shift: 6:00pm - 6:00am (7 days)
- Week 4 - OFF (7 days)
- Continues this schedule throughout the year
- 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
- Participates in Product Issue Resolution through data collecting and Root Cause Analysis exercises to resolve field failures
- Provides a communication link between the affiliates or customers and the Regional Customer Support Managers to help ensure that effective services are offered
- Provides assistance to Regional Customer Support Managers, Engineering, and other Liebherr departments, to resolve product problems and expedite solutions
- Alerts the organization of potential or known problems that affect the quality of Liebherr products and services
- Recommends design modifications to hardware, and functional changes to systems and subsystems to improve performance
- Participates in design reviews and provides input for the verification and validation plans of new or redesigned components
- Reviews and validates new components, designs, and corrective actions to improve truck performance and reliability
- Ensures relevant design related campaigns, such as notifications, modifications, and upgrades, are carried out by customers and affiliates and provides documentation to factory to substantiate this
- Provides technical advice in the development of service manuals, Technical Instructions (TIs) and Service Information (SIs), Engineering Change Requests (ECRs), and training courses
- Effectively engages, establishes, and maintains strong relationships with internal and external stakeholders, to manage and mitigate risks relevant to the truck's design, functionality, and customer relationships
- Oversees the assembly and commissioning of trucks ensuring that the assembly, commissioning and operational testing conforms to factory specifications and customer requirements
- Signs-off and submits commissioning documents to LME Warranty administration prior to customer acceptance of machine(s)
- Uses computer-aided design (CAD) software to perform specified engineering tasks
- Education and Experience: Bachelor’s degree (BSME, BSEE, BSCS, Engineering) and 3 years of relevant experience in a mining or engineering environment. Practical experience with Autonomous Haulage Systems in surface mining is preferred.
- Proficient with Microsoft 365 applications such as Teams, Outlook, OneNote, Excel, PowerPoint, etc.
- Carries out instructions delivered in written, oral, or diagram form; gets clarification; and responds well to questions
- 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
- Writes clearly and informatively, both in technical and conceptual terms; and reports and presents numerical data effectively
- Describes technical requirements and issues; speaks clearly and persuasively in positive or negative situations; and demonstrates group presentation skills
- Identifies and resolves problems in a timely manner; skillfully gathers and analyzes information or data; establishes facts and draws conclusions; and develops alternative solutions
- Works with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
- Knowledge of low voltage electrical system design and function and apply basic equations to circuit analysis
- Understands of the design principles of the electric drive and hydraulic systems used in mining 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 the design, specification, and utilization of PLC control on mobile equipment
- Knowledge of Creo View CAD software
- Develops project plans; allocates resources and performs risk management; communicates changes and progress; and follows change management procedures
- Customer service skills including managing difficult customers
- Seeks self-development and provides relevant training to peers, internal and external customers
- Ability to travel domestically and internationally up to 20% of the time
- Ability to obtain and maintain a valid driver license and passport
- Ability to maintain Mine Safety & Health Administration (MSHA) certification
- Ability to obtain and maintain electrical certification in high, medium and low voltage
- This position is working from home eligible (locally)
- Serve on 24/7 rosters up to 12-hour shifts, one week on and one week off
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 III
Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Nicole Alden.
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.
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.
Liebherr Mining Equipment Newport News Co.
4100 Chestnut Avenue
23607 Newport News, VA
United States (US)
Nicole Alden
nicole.alden@liebherr.com
