Customer Support Engineer (Engine Specialist)

The Customer Support Engineer – Engine Specialist researches, evaluates, develops, and tests components and equipment used on all Liebherr mining trucks. This includes system analysis and troubleshooting on mechanical and/or electrical systems. It also involves working closely with engineering, manufacturing, and all customer support departments at the factory and in field locations.

Responsibilities

• Support to the Regional Customer Support managers and engineers for engine related questions.
• Monitors the PIRs related to engines and to the systems associated with engine (for ex: air inlet system, control system & cabling).
• PIRs are answered by the RCSM in charge, with help from engine specialists when required.
• Collect data and summarize reliability issues related to engines and associated systems.
• Opens new PIR Projects for engine and associated systems when required and in coordination with Reliability team.
• Follows corresponding field tests.
• Promotes the best practices for the maintenance of engines and linked systems.
• Provide input for CSIs related to engines with the Customer Support Manager.
• Liaises with factory Engineering, Quality and with the engine suppliers; organizes periodical followup meetings with suppliers in coordination with Engineering, Quality, Purchasing and suppliers.
• Participate in engines’ failure inspection / analysis at suppliers’ premises or potentially on mine site or at Liebherr service partners.
• Uses Service Now to track engine issues.
• Assist occasionally (in complicated cases) the Liebherr Service partners for troubleshooting on Liebherr.
• Evaluates new engine components or modify existing designs intended to improve truck performance and reliability.
• Writes and submits Engineering Change Requests (ECRs) to engineering to correct product performance deficiencies or reliability problems.
• Enter Product Evolution Requests (PER’s) to Sales and Marketing based on customer requests for improvements or options.
• Provides engineering and technical support to LME affiliates with respect to Liebherr engine(s) service and maintenance.
• Achieves prompt resolution to problems by working directly with LME product support representative affiliates, customers, and suppliers.
• Participates in regular meetings with suppliers identifying reliability problems and implementing improvement measures. 
• Documents major maintenance events and other significant product related issues.
• Ensures upgrades and modifications are carried out by affiliates and provides documentation to the factory to substantiate this.
• Participate in design reviews and provide input into developing verification and validation plans for new or redesigned components.
• Oversees repowers and/or commissioning of Liebherr engines ensuring operational testing conforms to factory specifications and customer requirements.
• Sign-off and submit commissioning documents to LME Warranty administration prior to customer acceptance of machine(s). as required.
• Directs and coordinates operation, maintenance, and repair of equipment and systems in field installations.
• Uses computer assisted engineering and design software and equipment to perform specified engineering tasks.
• Responds promptly to customer needs; solicits customer feedback to improve service; and responds to requests for service and assistance.
• Participates in Product Issue Resolution through data collecting and Root Cause Analysis exercises to resolve field failures.

Competencies

• Education and Experience: Bachelor's degree in a related field from four-year College or university and three (3) to five (5) years related experience and/or training; or an Associate's degree or equivalent from two-year College or technical school and ten years related experience and/or training; or equivalent combination of education and experience.
• Knowledge of Database software; Design software; Project Management software; Spreadsheet software, Word Processing software and SharePoint.
• Understanding of the design principles of large electric drive haul trucks.
• Understanding of the design principles for hydraulic systems on off-road haul trucks − Understanding of structural inspection and repair processes
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrates group presentation skills.
• Ability to write clearly and informatively; presents numerical data effectively; and read and interpret engineering drawings and schemati