Responsibilities:

• Ensure superior aftermarket service and support for parts, technical service, warranty, and related customer requirements for Manitowoc Cranes' product. Maintain and develop customer, partner, and distributor relations pertaining to product support activities and opportunities for growth.
• Responsible for meeting plan targets for Parts Sales, Service, Maintenance and Training (Revenue goals) Develop and maintain statistical reports on business performance.
• Review solicitations/RFQ’s/RFP’s for feasibility. Work with management, Legal, and company departments for solicitation/quote request requirements and compliance. Prepare proposals/quotes to bid on solicitations and quote requests. Work with contracting officers/customers to negotiate prices and terms.
• Work to ensure continued part availability by consulting with engineering, quality, and procurement to work through parts obsolescence issues and facilitate Engineering Change Proposals to the government and/or primes for approval.
• Responsible for growth & development of product support business including spare parts sales, reimbursable service work, maintenance contracts, training opportunities, and warranty recovery. Evaluate and assist in the qualification of third-party partners.
• Work with technical support team to coordinate skilled technical employees to assist customers in solving field problems involving installation, operation, repair or machine modification and related parts and warranty support of Manitowoc Cranes' products ensuring customer and distributor expectations are met.
• 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:

Technical and Product Knowledge

• In-depth understanding of Manitowoc Cranes' products, systems, and components.
• Strong technical knowledge in mechanical, hydraulic, and electrical systems.
• Ability to interpret technical documentation, service bulletins, and engineering drawings.

Customer Service and Support

• Proven ability to deliver exceptional aftermarket service and support.
• Strong customer relationship management skills, especially with distributors and end-users.
• Ability to resolve complex field issues related to installation, operation, and repair.

Government Contracting and Regulatory/Compliance

• Knowledge/experience in working with U.S. Government contracts.
• Seeks to understand and assist company personnel with government contracting and regulatory compliance.

Warranty and Service Management

• Experience administering warranty programs and negotiating settlements.
• Knowledge of warranty recovery processes and cost control.
• Ability to develop and manage service bulletins and product improvement programs.

Sales and Business Development

• Demonstrated success in growing parts and service sales.
• Ability to identify and capitalize on new business opportunities in product support.
• Experience with planning and achieving sales and service targets.

Leadership and Team Coordination

• Ability to lead and coordinate technical service teams.
• Skilled in assigning and managing field service personnel.
• Experience in cross-functional collaboration, including participation in Integrated Product Development (IPD) processes.

Analytical and Reporting Skills

• Proficiency in developing and analyzing statistical reports on business performance.
• Strong problem-solving and decision-making abilities.
• Familiarity with business planning and forecasting tools.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills.
• Ability to communicate technical information clearly to non-technical stakeholders.
• Strong negotiation and conflict resolution skills.

Safety and Compliance

• Knowledge of OSHA and industry safety standards.
• Commitment to maintaining a safe work environment and enforcing 5S principles.
• Ability to lead by example in safety practices and compliance.

Tools and Systems Proficiency

• Experience with ERP systems (e.g., SAP) for parts and service management.
• Proficiency in Microsoft Office Suite (Teams, Excel, Word, PowerPoint).
• Familiarity with CRM and service management software.

Behavioral Competencies:

Customer Focus

• Demonstrates a strong commitment to meeting the needs of internal and external customers.
• Builds and maintains effective relationships with distributors and clients.
• Proactively identifies and resolves customer issues with urgency and professionalism.

Accountability

• Takes ownership of responsibilities and outcomes, including warranty settlements and service performance.
• Follows through on commitments and holds self and others accountable for achieving results.

Problem Solving and Decision Making

• Analyzes complex technical and operational issues to develop effective solutions.
• Makes sound, timely decisions even under pressure or with incomplete information.

Collaboration and Teamwork

• Works effectively across departments and with cross-functional teams, including IPD and field service teams.
• Shares knowledge and supports others to achieve common goals.

Communication

• Communicates clearly and effectively, both verbally and in writing, with technical and non-technical audiences.
• Listens actively and provides constructive feedback.

Initiative and Drive for Results

• Takes proactive steps to improve service delivery, parts sales, and customer satisfaction.
• Demonstrates a strong drive to meet or exceed performance targets and business goals.

Adaptability and Flexibility

• Adjusts effectively to changing priorities, technologies, and customer needs.
• Remains calm and effective in high-pressure or rapidly evolving situations.

Continuous Improvement

• Seeks opportunities to improve processes, systems, and service quality.
• Embraces feedback and uses it to enhance performance and outcomes.

Safety and Compliance Orientation

• Prioritizes safety in all aspects of work and promotes a culture of safety.
• Adheres to company policies, procedures, and regulatory requirements.

Strategic Thinking

• Understands the broader business context and contributes to long-term planning.
• Aligns daily activities with strategic goals and identifies opportunities for growth and innovation.

Required Education and Experience:

Education

• Bachelor’s degree in business administration, or a related technical field.
• In lieu of a degree, a minimum of seven (7) years of directly related experience in customer service, parts service, or warranty management will be considered.

Experience

• Three (3) to five (5) years of relevant experience in a customer-facing role involving aftermarket support, technical service, parts sales, or warranty administration.
• Experience working with distributors, OEMs, or in the heavy equipment or crane industry is highly desirable.
• Proven track record of managing service programs, negotiating warranty settlements, and supporting technical field operations.

Preferred Education and Experience

• Prior experience in manufacturing or heavy equipment distribution
• Prior Military / Government Contract experience

Other Requirements

• This position requires U.S. citizenship as mandated by federal regulations related to government contract work.

Physical Requirements:

• Ability to sit, stand, and walk for extended periods of time in both office and field environments.
• Must be able to lift and carry up to 25 pounds occasionally.
• Capable of bending, stooping, and reaching as needed to access equipment or parts.
• Ability to work in various environmental conditions, including outdoor job sites, manufacturing floors, and service areas.
• Must be able to read technical documents, diagrams, and computer screens.
• Manual dexterity required for operating tools, computers, and diagnostic equipment.
• Occasional travel may be required to customer sites, conference or trade show events, distributor locations, or training events.

Health and Safety:

• Adhere to all company safety policies, procedures, and regulatory requirements at all times.
• Maintain a clean and organized work environment in accordance with 5S and housekeeping standards.
• Wear appropriate personal protective equipment (PPE) as required by job function and company policy.
• Participate in all required safety and health training programs and demonstrate competency in safe work practices.
• Identify and report unsafe conditions, near misses, or incidents to management promptly.
• Take proactive steps to correct or mitigate safety hazards when possible.
• Promote a culture of safety by encouraging safe behaviors and leading by example in all work environments, including office, shop floor, and field locations.

Work Environment:

• This position involves a combination of office, manufacturing, and field environments.
• Office work is typically performed in a climate-controlled setting with standard business hours.
• Field visits may include exposure to outdoor weather conditions, construction sites, and operational heavy equipment.
• Work in manufacturing or service areas may involve exposure to noise, dust, grease, and moving mechanical parts.
• Occasional travel may be required to customer sites, distributor locations, or training events, sometimes on short notice.
• The role may require flexibility in working hours to support urgent customer needs or service issues.
• Remote office based – This position is primarily remote; however, it requires the ability to lead effectively from a home or remote office environment. Frequent in-office attendance is expected, along with regular engagement within a manufacturing environment to support operational alignment, collaboration, and team leadership.

Travel Required: (Percentage 0-100) International & Domestic 20%

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.