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Form of workA leadership position that acts as a technical expert to resolve daily customer requests for aftermarket service to include, crane system diagnostics and troubleshooting, crane rigging, parts recommendations, periodic after hour cell phone coverage and occasional (20% to 25%) travel in support of field activates. Position reports to the Manager Customer Service. This is a remote position and reports to the Field Service Manager located in Shady Grove, Pennsylvania.
If you're up to the challenge, the reward is satisfaction . . . and knowing you've 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:
- Supports other Technical Service Representatives as a technical expert when additional assistance is required.
- Respond to requests for quotation by performing research in order to provide accurate pricing and availability of parts
- Provide world class customer support through accurate and efficient research of crane history files and other technical documentation
- Accurate troubleshooting of crane system problems
- Assist customers with parts and warranty related issues
- Maintain customer service expertise through continued technical training and advanced education opportunities
- Support new product development through participation in and support of integrated product development teams, as well as the integrated product customization process
- Periodic after hour cell phone coverage and occasional (10%-20%) travel in support of field activities.
- Meet defined customer service metrics for Manitowoc Crane CARE contact center in order to meet business plan objectives
- Safety - Maintain departmental housekeeping and 5S Standards. Ability to perform job functions in safe manner. Ability to 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.
JOB REQUIREMENTS/WORKING CONDITIONS:
- Bachelor's degree with a minimum of 5 years' experience required. Mechanical/electrical background is preferred. Achieve a Master level status in Canbus and or Epic cranes. Or high school diploma with a minimum of 13 years of experience in Product & Customer Service.
- Normal Office Environment; when traveling on the job a variety of conditions can be experienced including climbing, carrying, lifting in various weather conditions.
- Must be able to travel up to 10 - 15% of time.
- A high degree of mechanical aptitude with strong computer and communication skills are essential.
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.
- Vacation and Holiday pay
- Paid Parental Leave
- And Much More!
