Tech Service Specialist VII

About the role

The Technical Service Specialist VII provides second level parts research, order fulfillment, and technical service support to Manitowoc Country Organizations and third-party Distributors, as well as escalates issues beyond the capabilities of a Technical Service Specialist V or VI. They may also support department management in developing less experienced employees, providing training, and may be cross-trained to support multiple product lines or provide both parts and technical service support for a single product line.

Responsibilities

• 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
• Support development of new internal Technical Service Specialists and distributor parts and service personnel
• Professional interaction with internal and external customers
• Blueprint reading and interpretation of technical documentation
• Cross train to support multiple product lines OR provide basic level service support on primary product line

Requirements

• Computer literacy – Microsoft 365 suite
• Good written and verbal communication skills
• ERP experience
• Experience with warehousing, logistics, and order fulfillment
• Demonstrated technical aptitude
• Effective Communication
• Problem-solving
• Leadership
• Customer focus

Skills

• Associate’s or Technical Degree in a Business or Technical Field AND 4 years of experience OR 8+ years of experience in product support, customer support, or technical support role
• Bachelor’s degree in a Business or Technical Field
• Preferred: Associate’s or Technical Degree in a Business or Technical Field AND 4 years of experience OR 8+ years of experience in product support, customer support, or technical support role
• Experience in: Product or customer or technical support role, working with OEMs and/or distribution in heavy equipment, Crane industry experience best

Physical Requirements

• 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.
• 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.
• 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.
• Collaborate 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.