Bilingual General Manager, Customer Service, Earth Moving

at  LiebherrCanada Ltd

Join Liebherr Canada Ltd., a global leader in the heavy equipment industry, renowned for innovation and quality.
As General Manager, Customer Service for our Earth Moving Division, you will lead and transform customer service operations, driving strategic growth, business development, and operational excellence. This bilingual (French/English) role oversees Customer Support and Technical Services, ensuring optimized warranty processes, efficient inventory management, and enhanced financial performance. Your leadership will shape exceptional customer satisfaction and sustainable business growth.

RESPONSIBILITIES

• Collaborate with the Divisional Director to shape and execute a comprehensive business strategy that aligns with Liebherr Canada and Divisional objectives.
• Create strategic business development opportunities to generate new revenue streams and enhance the division’s profitability
• Build and maintain strong partnerships with customers, internal teams, and industry leaders through consistent engagement, including site visits and participation in industry forums.
• Regularly connect with Division Factories to align on strategic goals and ensure seamless coordination.
• Partner closely with the General Manager of Sales to align service operations with sales strategies for cohesive business development.
• Oversee and ensure integration of customer service processes with sales workflows, including warranty management, third-party tool approvals, and comprehensive machine documentation.
• Lead and report on customer service financials, including P&L oversight, capital expenditure planning, and workforce management.
• Drive continuous improvement initiatives and process efficiencies to enhance service delivery.
• Nurture collaborative relationships with internal subject matter experts and cross-functional teams.
• Oversee and uphold the customer dispute resolution process, ensuring timely and effective outcomes.
• Champion the development of managers and teams, focusing on building leadership capabilities, promoting professional growth, and maintaining high engagement levels.
• Implement and advocate a strong Health & Safety culture, performing legislative duties as required and ensuring best practices.

10 + years of experience in a senior service-focused role within the heavy equipment or closely related industry

• Must be able to travel regularly (nationally and internationally)
• A valid drivers license and passport is required for this position
• A commerce or business degree or diploma considered an asset
• Strong commitment to continuous improvement, tactful ability to challenge the status quo
• Customer-focused, with proven success in delivering exceptional, world-class experiences
• Extensive experience in effective project and change management
• Exceptional people management skills, including coaching and team development
• Demonstrated strategic thinking and robust business acume