Product Manager
il y a 3 semaines
**Job duties**:
**Job Summary**:
The Product manager Customer Service is responsible to standardize existing service products (parts, components, and services), and to develop new service products as per the Liebherr Mining strategy, with the target to increase service revenues and profitability. He / She works together with **the MIN (= the Liebherr Mining Division)** worldwide Customer Service organization, factories’ Customer Support and Parts departments, Marketing department, Product Management and MIN Sales. He / She will also coordinate with MIN Sales when relevant.
**Essential Job Duties**:
- Sets the service products portfolio as per MIN strategy with input from worldwide Liebherr organization and from customers / market requirements; the service product portfolio includes parts (new /reman), customer support and Technology Products for direct use by Service teams (example: Troubleshoot Advisor, Content Delivery Portal, Remote Service)
- Provides input to Product management and Engineering in specifications for new machine models with target to develop after sales revenues and margin: service strategy & levels for major components, repair and reman options, parts impact analysis, recommendations for industrial property and supplier branding agreements
- Works with Product management Technology Products to insure alignment and synergy on products
- Provides input from service users (Liebherr / customers) to Product management Technology Products
- Identifies and monitors which customer pain points to target, through Liebherr organization stakeholders and customers’ interviews, and through metrics
- Sets-up Market intelligence process and database on competition and 3rd party offerings (price, product, scope) with the support from Marketing and Parts departments, and uses the information to continuously adjust the Liebherr service products.
- Maintains an action plan for all defined tasks, with target dates, priorities, leaders and stakeholders
- Develops service products descriptions and standardization. Examples of service products: service and / or parts agreements, modular maintenance, wear parts, retrofits, and upgrades. For pricing, He / She works together with the factories’ Parts Pricing group.
- Develop for each service product the sales arguments with added value & key selling points vs competition and 3rd parties
- Works with Marketing department to define marketing actions and internal communications (example: periodical bulletin on successes in Service & Parts), and provides input to develop content.
- Defines training programs and content for the Customer Service organization, adapted to the positions interacting with customers (training on service products and trainings to develop the sales skills), with support from Customer Support, Sales Training departments and external resources when required. He / She may conduct specific training sessions face to face or virtually.
- Leads service product demonstrations & presentations, including case-by-case to end customers
- Develops the assessment metrics to monitor the Customer Service organization progress in active sales of service, together with the Service Excellence program leader
**Profile**:
- Mining Customer Service experience: understand customer requirements and mining after sales business
- Inclination towards, ideally experience in, sales and / marketing
- Proficient skills in project management
- Fluent in English. French or German is an added value.
- Ability to make analytical, attentive, open-minded, and thorough decisions
- Flexible to travel worldwide; base will at Liebherr Mining factory in Colmar.
**One Passion. Many Opportunities.**
- **Une passion commune. Tant d’opportunités.**
**L'entreprise**:
Liebherr-Mining Equipment Colmar SAS produit une large gamme de pelles minières hydrauliques avec des poids en ordre de marche de 100 à 800 tonnes avec des capacités de godet allant jusqu'à 47,5 m³.
**Site**:
Liebherr-Mining Equipment Colmar SAS
49 Rue Frédéric Hartmann, CS 50038
Colmar/Cedex
France (FR)
**Contact**:
Anaïs FORMWALD
03.69.49.26.45
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