**Job Title:** Technical Service Specialist
Job Description:
The primary objective of this role is to provide exceptional technical support and service to customers and technicians. This involves resolving complex issues, coordinating repairs, and ensuring timely delivery of services.
1. Offer over the phone technical assistance to technicians and customers as required. Organize the correct parts for service jobs when necessary. Liaise with the parts department and customers regarding part availability. Coordinate with the national service manager to allocate work to technicians when needed.
2. Respond promptly to field breakdowns and repair cranes. Coordinate product updates and service bulletins to maintain the safety and reliability of machines.
3. Maintain accurate service reports and submit them in a timely manner upon completion of repairs.
4. Communicate with factories and COEs regarding repair processes and diagnostic information. Provide feedback on component failure to the factory.
5. Organize new machine pre-delivery inspections and operator familiarization. Collaborate with the sales department and customer on any additional items required. Create a scope of work for machine delivery, ensuring that required work is completed within an agreed timeframe.
6. Train distributors in the commissioning of the first new product.
7. Analyze and troubleshoot warranty problems when beyond the scope of the distributor or customer.
8. Interact with MCG-based personnel on matters related to service materials, product requirements, availability, and code compliance.
9. Plan and coordinate activities concerning investigating and resolving customer reports of technical problems by utilizing applicable processes to eliminate future operational or service difficulties.
10. Analyze reports of technical problems to determine trends affecting future design, production, service, and maintenance processes. Recommend modifications to eliminate future problems.
Required Skills and Qualifications:
This position requires a high school diploma or equivalent, along with at least 5 years of experience in technical service and support, preferably in the crane industry or heavy equipment industry. OEM or dealer experience in heavy equipment/Crane background is advantageous. Specialist training in the crane industry or on Manitowoc Cranes is also beneficial.
* Trade certificate in either Mechanical or Electrical trades, with a high level of automotive and Canbus electrical diagnostic skills.
* Fault finding and diagnostic skills in Electrical, hydraulic, engine, drive-line, braking, and general maintenance and repairs in Heavy equipment or LBCC and Mobile Cranes.
* Ability to read and work with electronic and hydraulic schematics.
Benefits:
As a Technical Service Specialist, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our organization. We offer a dynamic work environment, competitive compensation, and opportunities for growth and professional development.
Others:
This role offers a unique combination of technical expertise, communication skills, and problem-solving abilities. If you are passionate about delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity.