Product Support Specialist - Aftermarket

Technical Service Specialist Vi

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.

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
• 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.

Required Skills/Abilities:

• 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

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.

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…