Customer Solutions Manager

1 month ago

Burlington, Canada Liebherr-Canada Ltd. Full time

At Liebherr Canada Ltd., the Customer Solutions Manager will oversee and manage timely solutions and customer satisfaction, while meeting department profitability as per department KPIs. Focus on customers experience through effective communications and scheduled visits. Responsible for overseeing defined technical and commercial aspects of the aftermarket service functions which support the business, in the designated region. Promote and grow aftermarket business and work with the team to develop aftermarket solutions.

**Responsibilities**:

- Maximize parts sales and service solutions opportunities and work on growing service and parts business.
- Ensure effective, accurate reporting, data management and record keeping is in place.
- Ensure the team assists customers with the setup and use of all Liebherr aftermarket products such as LiDAT, MyLiebherr, etc.
- Work with the Technical advisor team and continuously look for ways to improve our responsiveness to technical issues in the field.
- Coordinate, develop and market Preventative Maintenance (PM) and Maintenance and Repair contracts (MARC’s) to help us grow our aftermarket market share.
- Work with the regional Warranty Administrators to identify analyze and resolve customer warranty and policy issues to obtain the maximum recovery for both our customers as well as LCA.
- Ensure department KPI's are met or exceeded.
- Identify and rectify any bottlenecks in the current after sales processes.
- Support employee development through orientation, coaching, training, apprenticeships and performance management.

**Competencies**:

- At least 5-10 years of experience in the heavy equipment industry.
- Post-Secondary Education in Business, Engineering (or the equivalent).
- Bilingual English/French is preferred.
- Management experience in the Heavy Equipment industry will be considered an asset.
- Advanced experience in the aftermarket sales business.
- Advanced understanding and interpreting of inspection and oil sample reports.
- Specific equipment technical knowledge.
- Experienced in analyzing key metrics to ensure optimal staff performance.

**Our Offer**:

- Competitive wages (premiums & allowances for select roles*)
- International training opportunities
- Challenging work opportunities
- Comprehensive benefits and employer paid premiums from day one
- Paid vacation & health and wellness days
- Generous employer RRSP matching
- And much more

Liebherr Canada Ltd. is committed to provide a diverse, inclusive, safe and dignified work environment for all employees, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or any other aspect of their identity.

**One Passion. Many Opportunities.**

**The company**:
The Liebherr Group has represented leading-edge technical products and services for more than 70 years and has proudly serviced Canadian customers directly since 1973. Liebherr-Canada Ltd. has ten branch locations across Canada providing sales, service and product support for equipment in the construction, mining, material handling, crane, aerospace, transportation, and refrigeration industries.

**Location**:
Liebherr-Canada Ltd.

1015 Sutton Drive

L7L 5Z8 Burlington, ON

Canada (CA)

**Contact**:
Natalie Ely

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