Advisor, Service Products

3 weeks ago

Adelaide Region SA, Australia Liebherr-Australia Pty. Ltd. Full time

**The Opportunity**

The Advisor, Service Products** **has an operational responsibility for the customer engagement [ training, utilization, licensing renewal ] of provided “Technology Products” for all Liebherr Mining Products, OHT, HEX and DOZ. They execute operational duties with end customers by leveraging the existing relationships of the Customer Support teams and work in concert with the Customer Success Coordinator. In addition, they are also responsible for actively promoting modularized maintenance, maintenance of the standard module tools which are utilized in the Regions as well as training and adoption of the tool.

Reporting to the Manager, Service Products, the role has the responsibility of enhancing customer experience and reinforcing the affiliate relationship and utilization. Accountable to follow up the “Technology Products” sold by the affiliate and achievement of targets for license renewal [ measured through retention statistics ] and customer satisfaction [ measured through quantitative and qualitative survey metrics ]. They also provide input from the market to continually improve training material, and deeply understand the support the End Customer requires for both Technology and Service-related products.

The clear focus is to impart the product knowledge and the best practice approach to achieving customer satisfaction meaning that there is also a requirement to partner with the target roles within the Regional Customer Service teams who will be critical in long-term success and aftersales retention of the technology products.

**Responsibilities include**:

- Maximise customer utilization of the “Technology Products” sold on Liebherr Mining Products, OHT, HEX and DOZ
- Communicate and promote the “Technology Products” functionality and value proposition through proposals and presentations
- Execute the Product Introduction Plan in collaboration with the support of Affiliates Sales, Affiliates Customer Support and other entities as directed
- Assist with the resolution of issues and improvement of processes related to commissioning and in-service use of the “Technology Products”
- Develop and execute training content/courses for the “Technology Products” for customers and affiliate stakeholders
- Coordinate training classes, customer demonstrations and special events related to “Technology Products” for customers and affiliate stakeholders
- Assume responsibility of “Technology Products” license renewal rate based on retention rate of >80% and propose strategies to address shortfall
- Establish a stretch target plan for >80% retention of licenses and NEW Aftersales opportunity with customers in line with affiliate growth targets
- Ensure that opportunity list, LOR and WOR information and other CRM content related to “Technology Products” will be filled in CRM and is correct
- Develop and maintain the standard modularization tool, prioritizing the modules according to the plan
- Champion and support the adoption of the modularization standard tool in Regions and where required support Regions to adopt the tool into business as usual practices
- Support change management at customer job site using project planning tools, timelines and processes that support best practice and highest customer engagement
- Bring energy/ambition/innovation to the team to aggressively pursue goals, enacting real change within the organization and at the customer job site
- Creatively work with other teams/departments to overcome obstacles and maximize limited resources

**About You**:

- A Bachelor’s Degree in Technical area (i.e., Mechanical Engineering or Mining Engineering or Information and Communications Technology ICT,)
- Demonstrated minimum 5 years of experience in Technology Products and/or Service Products and Mining Equipment
- A good record of accomplishment in successful management of projects : sales or customer support
- A demonstratable experience of new product or technology deployment into an existing or established customer/market
- Experience in selling or supporting complimentary products to customers including but not limited to SaaS and managing the change management process associated with successful onboarding
- A strong customer focus with ability to quickly adapt to (customer) stakeholders from onsite level to management teams that are influencing purchasing decisions
- The ability to communicate effectively internally risk and opportunity as it relates to sales opportunity and customer sentiment of Liebherr technology and service products
- Possess good leadership and high level troubleshooting and customer engagement skills
- Displays excellent verbal and written communication skills
- A person that convinces through own experience and good understanding of technology products, ICT tools and how these can enhance the ownership experience of mining equipment
- Well organized to work based on targets and KPIs

**How to Apply**:
Key Perf

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