Sr Mgr Technical Service

Job Description

Responsibilities:

• Ensure superior aftermarket service and support for parts, technical service, and related customer requirements for MCG products.
• Provide skilled technical employees to assist customers in solving field problems involving installation, operation, repair or machine modification and related parts and warranty support of MCG products ensuring customer and distributor expectations are met.
• Provide direction and participation into the IPD (Integrated Product Development) process.
• Negotiate warranty settlements and administer product warranty program.
• Coordinate and administer Service Bulletins and Product Improvement Programs.
• Interpret and investigate customer inquiries for parts, service and warranty problems.
• Develop and maintain ISO procedures
• Develop and maintain statistical reports on business performance.
• Maintain distributor relations pertaining to parts, service and warranty. Coordinate efforts with sales & marketing staff
• Responsible for growth & development of product support business including spare parts sales and reimbursable service work.
• Participate in long range business planning activities.

Required Skills/Abilities:

• Technical Customer Service Skills (assisting solving field problems such as installation, operation, repair or machine modification)
• Experience with parts warranties and settlement programs
• Experience with Investigating
• At least three (3) years' experience having led and managed a team
• Read and understand blueprints, technical documents and drawings
• Computer literacy - Microsoft 365 suite
• Prior experience with ERPs such as Baan, Infor LN Cloud Suite, SAP, Oracle

Behavioral Competencies:

• Be able to lead and manage people
• Have patience working with customers and coming to resolutions over various types of problems and service issues.
• Effective communication both written and verbal
• Problem solving
• Customer focus

Required Education and Experience:

• Must have a bachelor's degree in related field with five (5) to eight (8) years of related work experience.
• In lieu of a degree we will accept a minimum of nine (9) years of related work experience.

Preferred Education and Experience

• Crane knowledge
• Experience with product or technical customer support working with OEMs and/or heavy equipment distribution

Physical Requirements:

• Ability to lift up to 30 pounds
• Regularly required to sit or stand, reach, bend and move about the facility or customer job site
• Ability to sit at a computer for extended periods of time
• Travel as required to fulfill the duties listed above or as required by the company

Health and Safety:

• Maintain departmental housekeeping and 5S standards.
• Perform job functions in a safe manner.
• Wear all Personal Protective Equipment (P.P.E.) required by Company Policy for the job being performed both in the facility and during customer visits.
• 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.

Work Environment:

• General office environment and use of phone and computer equipment
• Occasional periods in shop environment
• Occasional/frequent travel
• Some overtime hours are required

Travel Required: (Percentage 0-100) International & Domestic 30%

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The Manitowoc Company, Inc. is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Pay Rate:

Minimum: $95,628.54
Midpoint: $119,535.67
Maximum: $143,442.80