Tech Service Specialist VII

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 escalation for issues which exceed the capabilities of a Technical Service Specialist V or VI. Technical Service Specialist VII may also support department management in developing less experienced employees, providing training as needed to distribution, and may be cross trained to provide parts support to multiple product lines or to provide both parts and technical service support for a single product line. 

Requirements:

• 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

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
• Experience with warehousing, logistics, and order fulfillment
• Demonstrated technical aptitude

Behavioral Competencies:

• Effective Communication
• Problem-solving
• Leadership
• Customer focus

Required Education and Experience:

• 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

• OR Bachelor’s degree in a Business or Technical Field

Preferred Education and Experience:

• Associate’s or Technical Degree in a Business or Technical Field AND 4 years of experience

• OR 8+ years of experience

• 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.
• 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.

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.