Technical Advisor, Refrigerators & Freezers- The Americas

The Technical Advisor - The Americas will provide after sales and customer service support and coordination of spare parts for products sold within NCSA (North-South-Central-Americas) for the division of refrigerators and freezers for The Americas with focus in the US market. The Technical Advisor must be an enthusiastic individual and will assume the responsibility of a Technical Trainer to educate other refrigeration technicians and will develop technical training programs to increase the technical knowledge base of service technicians within the Liebherr service network. As a Technical trainer, The Technical Advisor - The Americas must be extremely knowledgeable in their field of expertise and possess solid refrigeration technical aptitude. Additionally, The Technical Advisor must be an excellent communicator, able to explain complex subjects in a clear and interesting way.As the Technical Advisor, the goal is to contribute to the development of other refrigeration technicians' skills to meet organizational needs.Essential Job Duties: * Devise technical training programs according to organizational requirements * Prepares and updates training material (presentations, worksheets etc.) for the Train the Trainer Program as well as other trainings as required. * Produce training schedules and agenda * Determine training content according to objectives * Successfully executes and completes factory authorized training sessions as required (this may include webinars, workshops etc.) in groups or individually * Arranges, coordinates, and conducts on-site training (Materials, Equipment, Products logistics and attendee's invitations) * Keep and report data on completed courses, absences, issues etc. * Observe and evaluate results of training programs * Determine overall effectiveness of programs and make improvements * Assist service engineers, customers and spare parts department with troubleshooting and parts related questions when needed. * Provide technical support to customers and service engineers (level 3) as needed. * Travel to customer locations to provide the highest level of technical support when required. * Acts as liaison partnering with national service providers and individual service companies to identify and resolve issues. * Ensure that service repair solutions or installations by service partners or installers have been performed in a professional and effective manner and according to the manufacturer's specifications. * Assists in providing high level and detailed feedback to factories for product support and quality improvement via KR QAS-REK * Provide support to dealers on installation inquiries and/or service documentation to service providers. * Document support inquiries and customer complaints via internal Liebherr quality systems. * Monitor spare parts and accessory orders and shipments, consult with factories in the event of back orders, and communicate with providers. * Create BI-reports using Excel for related NCSA-products, recommend spare parts and needed quantities. * Assist in tracking, compiling, and reporting on service calls, appliance installation inquiries, common issues, and service partners. * Analyze and define requirements in order to provide products and spare parts data to service providers. * Set processes and rules to plan, forecast and order parts timely and efficiently. * Reads parts manuals and interprets schematics for internal and external customers. * Analyzes problems and proposes / implements detailed technical solutions. * Directs and guides customer via phone, fax, email, and on-site visits. * Confers with customers or supervising personnel in order to address questions, problems, and requests for service or equipment. * Oversees the maintenance of quality standards through visual and mechanical inspection methods. * Promotes a safe work environment by ensuring the group and individuals follow established safety procedures. * Examine parts for damage or excessive wear. Repairs equipment and replaces damaged or worn parts when applicable. * Oversees the handling and disposing of hazardous wastes, such as, oil, antifreeze, fluid, cleaner, and similar materials. * Properly fill out working reports, hours reports, timesheets, hours overviews and expense reports. * Provides practical and theoretical trainings for service partners and installers * Performs third party servicer audits * Implements service targets with regards to the service guidelines. * Makes goodwill decisions within a certain scope of action * Reviews/audits of non-repairable appliances (at distributors warehouses or customer service partners) * Provides support and back-up to colleagues during absences and/or when required. * Supports management with administration related tasks and assignments when required. * Assists and participates in trade shows booth build in product trade show * Knowledge/Skills/Abilities: * Technical Skills: Ability to diagnose electronic and electrical systems and to read, interpret and utilize technical publications and service manuals as well as demonstrated hands on repair of refrigeration systems and refrigerant management/handling. * Product Knowledge: Demonstrated technical domestic and/or commercial refrigeration or appliance knowledge. * Relationship Building / Networking: Builds rapport with a variety of people and develops alliances to work together toward common goals. * Negotiation Skills: Listens to all points of view and negotiates/compromises. * Integrity: Consistently demonstrates honesty, fairness, trustworthiness. * Communication: Organizes and expresses ideas and information clearly, using appropriate and efficient methods of conveying the information. Must have good command of the English language, oral and written. Presents information professionally with poise and confidence in front of an audience. Must be fluent in English. * Analytical Thinking: Breaks down problems and issues into components and analyzes the costs, benefits, opportunities and risks associated with each alternative solution. * Initiative: Works independently to solve problems. Looks for opportunities to take on more responsibility. * Productivity: Meets standards of productivity as defined for the level and position. * Quality of Work: Demonstrates concern for the accuracy and quality of work, and takes steps to correct mistakes and improve the overall product. * Status Reports: Keeps manager, and if appropriate, others informed of progress and obstacles in a proactive manner. * Versatility: Able to take on a variety of different tasks and roles within the organization.Computer Skills: Demonstrated proficiency in working with Microsoft Office Suite (MS Word, MS Excel, MS Outlook, and other software systems). Education and Experience:A high school diploma or technical school equivalent required. Prior experience with domestic and/or commercial refrigeration and/or appliance knowledge is highly desired but not required. Must have a minimum of 5 years of hands on experience as a service agent for household and/or commercial appliances or HVAC with strong skills in service and spare parts management. Strong IT Software and process skills highly desired but not required.Liebherr offers a competitive salary and an excellent benefits package.