The Liebherr Group is not only one of the world’s leading manufacturers of construction machinery but is also an acknowledged supplier of technically innovative user-oriented products and services in numerous other fields.
The Group employs approximately 44,000 people in more than 130 companies across all continents.
Objectives of the position
Provide direct technical support to the Liebherr Earth Moving (EMT) and mining Fleet operating under the responsibility of Liebherr Zambia, while training the local workforce on the same.
Liaise and strengthen customer relations and satisfaction with the view of expanding the current Liebherr footprint.
The Technical Advisor represents Liebherr Zambia ltd as the main technical point of contact between the Customers and Liebherr Zambia Ltd.
The candidate shall be hands-on and be responsible for either performing and training techncians to perform fleet inspections or audits, troubleshooting, component exchange, machine commissioning, product improvement implementation and feedback and other related maintenance activities and provide technical reports as requested by customers and or directed by Liebherr Zambia Customer Support Management.
He / She shall provide leadership to the Liebherr Zambia technical support representative while ensuring customer satisfaction .
The role also includes the coordination of technical information, practical hands-on trianing and assistance to Liebherr After Sales Staff and MIN customers within Zambia, as assigned by service manager or MD, Aftersales & Operations from time-to-time.
A strong and trustful working relationship is expected to be cultivated with the Customers’ and the Liebherr Zambia service department personnel including Service Teams, Warehouse and Parts, Procurement, Site Personnel and Training & HRTeams.
As the machine population increases, and LZM service department matures, more focus would be required on personnel development and delegation at the Operational Level especially ensuring the national product support personnel are equipped technically to attend to and be able to perform complex task with little or no supervision.
Your role in this would be to provide the national product support personnel with technical on-hands training to progressively develop them to be self-sufficient.
The items described in this section outlines the key areas of responsibility for the Techincal Advisor and should not be taken as a exhaustive, of the entire function.
Accordingly, there is an expectation that the Tehnical Advisor will exercise reasonable initiative in undertaking other activities within the broader scope of the function.
1. Team Management
a. Under the direction of the service manager, provide technical coordination to the field service team in conjunction with the service administrator, while ensuring that technical queries and field request are attended to promptly by the responsible and capably service technician.
Ensure timely feedback are given to the customer along with recommendations in line with the agreed Client Services Arrangement, respecting the Liebherr Mining Standard.
i. Weekly Telecoms with relevant Stakeholders
ii. Compile / Issue of Weekly Activity Report
iii. Weekly Service meeting with the service manager
a. Provide techincal support through the provision of inspection or audit reports, as well as adhoc reports as and when required.
b. Responsible for acquiring equipment download, analyze data &review, and offering recommendations in regard to possible improvements as well as preventive actions to be taken on equipment to customer to improve equipment performance and realiability.
c. Provide oversight responsibility and coordination of quoting customer with the correct information to ensure effective support
d. Provide customers support by following up on open techincal issues impacting thier equipment performance.
e. Conduct regular product inspections (along with available service technicians) to identify and recommend to customer required actions to rectify any abnormalities.
f. Write Product Information Reports (PIRs) and submit timeously to factory for analysis.
g. Participate completing and timely updating Customer Service Information (CSIs) follow up files.
h. Participate in daily toolbox sessions and any regular meetings as requested by LZM or Customer
i. Ensure every effort is made to manage the warranty process from the part replacement phase through to the claim form submission to Service Admin along with any technical report required, with the view of optimising Liebherr Zambia Ltd chances of securing a positive decision.
2. Health, Safety and Environment Compliance
Responsibility to ensure adherence to the LZM and Customer Health and Safety Management Plan within the area of their responsibility. This includes :
The above responsibilities signify a commitment to continual improvement with regard to Health, Safety and Environmental Management.
3. Management of Equipment Condition, Performance and Elimination of Failures
a. In collaboration with the Liebherr customer Support Team, ensure the effective monitoring and recommend corrective actions, as well as improvement towards performance of fleet by monitoring the successful execusion of the following :
b. As an product expert, the Technical Advisor is leading the equipment troubleshooting together with the service team
c. Regularly presents factual improvement and finding to the Liebherr Project Support Team intended to optimise the equipment performance and availability, especially for equipment under warranty.
i. Monitor scheduled maintenance regime intended to conduct or assign personnel by inspections and eliminate minor failures that could lead to major down events.
ii. Advise on improvement possibilities related to Planned Maintenance regime by respecting the OEM maintenance guidelines intended to preventatively repair equipment and ensure optimum equipment availability, and advise Factory / LZM Service manager accordingly.
iii. Evaluate the corrective maintenance regime intended to provide timely repairs during breakdown events with the view of repairing the equipment and return it to productive and report findings to Factory / LZM Service manager.
iv. Recommend site specific maintenance strategies for the duration of equipment life with risk / cost relationships detailed through a maintenance strategy review process.
v. recommend planned component replacement plan to customers
4. Service, Parts and Warranty Administration
In accordance with Liebherr Standards, the Technical Advisor is responsible for the evaluation on-site of :
a. Service Administration Role of the dedicated local service technicians with regards to Field Service Reports / PIRs :
b. Parts and Tooling Customer Stock Recommendation, to include :
c. Parts Warranty Support, including :
i. Ensure diagnosing of warranty cases are performed effectivel and efficiently, ensuring part replacement is inline with the defined warranty policies.
Timely submission of warranty job sheet
ii. Assist in the timely return of the failed Part from customer site to LZM Kitwe Service Administrator
iii. Assist the service administrator by providing the relevant and accurate information.
iv. participate in warranty review sessions as organized by the service manager.
5. Training Follow-up and Knowledge Transfer
This position requires the Technical Advisor to participatet in the EMT & MIN trainings as well as complete any HSE trainings recommended to ensure compliance with local Health and Safety and Environmental Policy Statements
The senior CSR has a responsibility to train and transfer knowledge to the National Technicians and Service team within LZM and by extension to the Customers’ workforce to ensure a high quality of work and follow up of Liebherr processes.
ideally in mining environment.
He need to have experience in leading people (leading hand / supervisor) ideally in remote areas
Hands on experience in the Technical Service Areas, in the area of Hydraulic, Electrical and Electronics, diesel engines or heavy duty equipment operated by diesel engines
Knowledge and understanding of diesel engine theory and operation
Good communication skills (English)
Good knowledge in speech and writing of English
Good computer MS Office knowledge for data entry into maintenance and / or product reporting systems
Proficiency in the use of maintenance and diagnostic tools including Sculi, Lindiag, Lidia, Lidos etc
Ability to work in non-climate controlled conditions required
Ability to work with little or no supervision
High school diploma or higher professional qualification required
Vocational / Technical Certification preferred
Specialized Liebherr Trianing on EMT & MIN Products in the assembly, commission, repair and component replacement
A valid drivers license is required