Responsibilities:

Customer Service

• Ensure superior aftermarket service and support for parts, technical service, and related customer requirements for MCG products.
• Represent the company with integrity and professionalism in North America. Provide the highest locally available level of authority and expertise on all matters related to the Potain Tower Crane product line
• Makes decisions regarding dealer/distributor qualifications, service policy, parts inventory and training programs.
• Plans & coordinates activities concerned with investigating and resolving customer reports of technical problems and eliminates future operational or service difficulties.

Technical Service

• Oversees the Tower Crane technicians who analyze and troubleshoot crane problems when beyond the scope of the local team / distributor or customer.
• Plans & coordinates activities concerned with investigating and resolving customer reports of technical problems and eliminate future operational or service difficulties.

Administration

• Provide direction and participation into the IPD (Integrated Product Development) process.
• Leadership of North America Tower Crane team (safety, parts sales and logistics, service, training, warranty administration, accident reporting and investigation).
• Process customer claims and service billing.

Safety Training / Product Requirements

• Coordinate and administer Service Bulletins and Product Improvement Programs.
• Interacts with MCG colleagues on matters pertaining to safety, service/training issues, product requirements, availability, and code compliance

Regulations

• Develop and maintain statistical reports on business performance.
• Profit & loss responsibility to include operating, revenue, inventory and travel budgets.
• Develop and maintain ISO procedures

Required Skills/Abilities:

• Must have expertise providing service support and troubleshooting various Potain tower cranes
• Must have experience erecting, dismantling, and load testing various Potain tower cranes
• Must have previous management experience in service industry.
• Must have general computer skills working with Microsoft Office.

Behavioral Competencies:

• Be able to lead and manage people
• Have patience working with customers and coming to resolutions over various types of problems and service issues.
• Must show effective communication skills
• Supervise, train, and discipline subordinates in department
• Work with HR to hire, terminate, promote, and transfer subordinates in department

Required Education and Experience:

• Must have a bachelor’s degree in Mechanical Engineering with Five (5) to Eight (8) years of relevant work history. In lieu of education we will accept a minimum of Nine (9) years of relevant work experience.

Preferred Education and Experience

• +15 years of tower crane service

Physical Requirements:

• Must not be afraid of heights, must be able to physically climb ladders up tower cranes up to 1, 000 feet
• Ability to sit at a computer for extended periods of time
• Must be able to lift up to 40 lbs, bend and stoop.

Health and Safety:

• Maintain departmental housekeeping and 5S standards.
• Perform job functions in a safe manner.
• Wear all Personal Protective Equipment (P.P.E.) required by Company Policy for the job being performed both in the facility and during customer visits.
• Know and follow established job specific and facility wide safety and health procedures and rules.
• Actively participate in safety and health training and demonstrate competency based on training received.
• Bring safety and health issues, unsafe acts, and safety suggestions to management’s attention or correct those you can.

Work Environment:

• Normal office environment with occasional periods in field.
• On-Site or Remote Position
• This position may require travel to job sites to perform services when technicians are unavailable.

Travel Required: (Percentage 0-100) International & Domestic 50%

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.