As a Customer Service Specialist with Manitowoc Cranes, you will support customer and dealer parts personnel with parts orders, technical parts research and Crane Down issue resolution. Decisions on order priorities may also be required to ensure key orders and key customer's needs are meet in the proper priority. Crane configuration properties require in depth understanding of Engineering documentation to properly troubleshoot the service requirements and identify the correct replacement components for each serialized crane. You will also direct the warehouse on shipment methods to ensure on-time deliveries and coordinate with warehouse personnel on inspection of possible non-conforming parts prior to shipment.
Reporting to the Manager Product Support, this position is located in Manitowoc, Wisconsin.
If you’re up to the challenge, the reward is satisfaction . . . and knowing you helped build something real. Join our passionate team and help build something you can be proud of – a future filled with passion, pride, and satisfaction.
ESSENTIAL JOB FUNCTIONS:
Maintain high level of ability to respond to dealer/customer technical parts inquires via the Product Support Contact Center phone and email system. Applicant must be experienced with US and Engineering systems and must have technical knowledge of machinery configuration. Applicant provides technical support on all North American stock, Critical Care and Crane Down parts orders.
Professional interaction with external customers. This interaction would include exchange of information to troubleshoot and diagnose replacement parts and service-related issues.
Timely quotation response and proactive quotation follow up. The position works directly with the distributor's parts personnel to establish the quote, define the lead time, and advise pricing structure & discount to obtain the order.
Professional interaction with internal customers, including working with the procurement team to provide the best resolution for the end user.
Adherence to Parts & Service policies
Meet training and education goals for continuous job performance improvements.
Support of afterhours calls
Safety - Maintain departmental housekeeping and 5S standards, perform job functions in a safe manner, wear all PPE required by Company Policy as required
JOB REQUIREMENTS/WORKING CONDITIONS
Associate's or Technical Degree with a minimum of 3 years’ experience in Manufacturing/ Engineering/Mechanical or Electrical background or Customer Support experience OR a High School diploma with a minimum of 7 years’ experience in a call center, Cranes, Off/highway construction equipment and related fields dealing directly with equipment distributors, owners, and users primarily in a product or customer support capacity
Must be able to travel up to 5% to dealer location in support of parts activity
Position requires strong verbal, written and computer communication skills
Periodic after hour cell phone coverage is a function of this position
Experience in an ERP platform a plus, to expertly respond to and support stock, Critical Care and Crane Down parts orders
HEALTH & SAFETY REQUIREMENTS:
Perform job functions in a safe manner.
Wear all Personal Protective Equipment (P.P.E.) required by Company policy for the job being performed.
Know and follow established job specific and facility wide safety and health procedures and rules.
Actively participate in safety and health training and demonstrate competency based on training received.
Bring safety and health issues, unsafe acts, and safety suggestions to management’s attention or correct those you can.
BENEFITS:
Competitive total rewards package including benefits and 401(k) beginning day one of employment.
Continuing education and training opportunities, tuition reimbursement for those who qualify.
