Product Support Specialist - Aftermarket

The Technical Service Specialist VI provides second level parts research and order fulfillment support to Manitowoc Country Organizations and third-party Distributors as technical parts support subject matter expert in a specific product line. Technical Service Specialist VI also coordinates critical issues with Manitowoc warehouse facilities, purchasing team, and technical service personnel., * Respond to contact center phone calls and customer service tickets

• Timely quotation response and proactive follow-up
• Participate in training and professional development activities, including technical training classes
• Support after hours calls
• Professional interaction with internal and external customers
• Blueprint reading and interpretation of technical documentation
• Be subject matter expert for supporting a single product line

Safety - Maintain departmental housekeeping and 5S standards, perform job functions in a safe manner, wear all PPE required by Company Policy were required, know & follow established job specific and facility wide safety & health procedures and rules, participate in safety and health training & demonstrate competency based on training received, and bring safety and health issues, unsafe acts, and safety suggestions to management’s attention or correct those you can., * Sitting and Computer Use: Ability to sit for extended periods while working at a computer or participating in virtual meetings.

• Mobility: Ability to move freely throughout the office and occasionally access the manufacturing floor or service areas.
• Lifting and Carrying: Occasionally lift and carry items such as technical manuals, tools, or equipment up to 30 pounds.
• Standing and Walking: Periods of standing or walking during inspections, site visits, or meetings in production areas.
• Climbing and Bending: Occasional need to climb stairs, bend, or kneel when inspecting equipment or accessing technical components.
• PPE Compliance: Ability to wear required personal protective equipment (PPE) such as safety glasses, hard hats, and steel-toed shoes when entering production or service areas.

Health and Safety:

* Maintain a Safe Workspace: Ensure workstations are ergonomically set up and free from trip hazards, clutter, or unsafe electrical setups. * Adhere to Safety Policies: Follow all company health and safety policies, including emergency evacuation procedures, visitor protocols, and reporting requirements. * Participate in Safety Training: Attend required safety briefings, ergonomic assessments, and emergency preparedness drills. * Promote a Safety-First Culture: Encourage open communication about safety concerns and actively support initiatives that enhance workplace well-being. * Report Hazards Promptly: Identify and report any unsafe conditions or incidents in the office or adjacent production areas. * Coordinate with Production Areas: When entering manufacturing zones, comply with PPE requirements and safety signage, and follow escort protocols if not authorized for independent access. * Support Mental and Physical Wellness: Utilize available wellness resources and promote a balanced, health-conscious work environment. * Collaborate with Safety Teams: Work with the Environmental Health & Safety (EHS) team to ensure compliance with OSHA and internal safety standards.

Work Environment:

• Office-Based Work (Monday-Thursday): Climate-controlled office environment four days a week. The office is equipped with standard business tools including computers, phones, and printers. Collaboration with cross-functional teams is frequent.
• Remote Work (Friday): The role allows for remote work on Fridays, provided business needs are met. Employees are expected to maintain productivity, communication, and availability during standard business hours while working from home.

• Collaborative Environment: Regular interaction with cross-functional teams including engineering, production, and customer service. * Occasional Shop Floor Exposure: Periodic visits to the manufacturing floor may be required for meetings, inspections, or coordination with production staff. During these visits:

• Exposure to moderate noise, dust, and moving machinery may occur.
• Personal Protective Equipment (PPE) such as safety glasses, hearing protection, and steel-toed shoes must be worn as required.
• Awareness of forklift traffic, overhead cranes, and other industrial equipment is essential.
• Safety-Focused Culture: All employees are expected to follow safety protocols and participate in ongoing safety training.
• Travel Requirements: This position may require up to 10% travel, including visits to customer sites, service locations, or other company facilities. Travel may involve overnight stays and should be planned in coordination with the department manager.

Travel Required: (Percentage 0-100) Domestic 10%

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.

• Computer literacy - Microsoft 365 suite
• Good written and verbal communication skills
• ERP experience

Behavioral Competencies:

• Effective Communication
• Problem-solving
• Positive Outlook
• Customer focus

Required Education and Experience:

• Associate’s or Technical Degree in a Business or Technical Field AND 2 years of experience
• OR 6-8 years of experience in product support, customer support, or technical parts support role

Preferred Education and Experience:

• Associate’s or Technical Degree in a Business or Technical Field AND 2 years of experience
• OR 6-8 years of experience
• Experience in: Product or customer support role, working with OEMs and/or distribution, heavy equipment
• Crane industry experience preferred