Technical Service Advisor

Set Your Future IN MOTION

Manitou is purposefully committed to you, its people. We continue to elevate our success based on a “One United Team” focus that enables our purpose-driven and agile work environment. We pride ourselves in fostering a work-life balance that allows flexibility in people's day-to-day lives. In an era when talent is in-demand, you will find an unwavering commitment to your personal and professional growth.

ABOUT OUR COMPANY CULTURE:

As a worldwide leader in handling, access platforms and earthmoving equipment, Manitou Group’s mission is to improve working conditions, safety and performance throughout the world, while preserving people and their environment. We design, manufacture, distribute and service products and solutions for the material handling, access equipment and compact earthmoving activities that work smarter, safer and reliably while delivering value to our customers. Our high-profile brands include Manitou and Gehl, and we are proud of our network of 1,050 dealers throughout the world. With sales in 140 countries, our team of 4,500 people are committed to delivering exceptional customer satisfaction. We operate in more than 30 global locations to ensure proximity to our customers and services tailored to their needs.

Manitou continues on the forefront of innovation driving the green transition while also streamlining our operations guided by our customer-centric “New Horizons” roadmap. We are committed to providing safety and unique customer experiences worldwide. In sharing the same mission and values, our workforce remains engaged and passionate about what we manufacture and services we provide.

GENERAL ACCOUNTABILITY:

The Technical Service advisor will be in charge of providing after-sales technical assistance on our product range (high-capacity mobile and telescopic cranes, aerial work platforms, forklifts, etc.) to the Manitou group's North American distribution network for our dealers, rental companies, and key accounts.

Support the administration of internal technical service activities and provide solution-oriented technical advice to field/dealer personnel through the customer support portal and call center to promote and maintain customer satisfaction for the Manitou and Gehl brands. Is knowledgeable on all company products, but specializes in specific products assigned. Assist the Warranty Claims department with the assigned products and/or areas.

DUTIES & RESPONSIBILITIES:

• Support and advise the dealer and key accounts on troubleshooting of the machines.
• Structure solutions to be consistent with company objectives, policies, and procedures.
• Research and provide solutions resulting in technical advice to internal and external customers using all available tools (media center, mail, phone, ticketing, etc...).
• Use of connected machine data to troubleshoot and proactively inform customers.
• Become familiar with all company products, their functions, and specifications, and become a specialist on specific products assigned.
• Assist in the process of warranty claims for assigned products.
• Assist and suggest modification on Service documents (service information, operators and parts manuals, flat rate schedules, service and instructional bulletins, warranty policies and procedures, and service manuals.)
• Coordinate customer and dealer communication to provide the best possible service solution for current and future customer satisfaction.
• Recommend improvements for products and services to increase customer satisfaction.
• Provide services assistance and information to other departments and divisions in the Company.
• Work closely with the Quality department to resolve product performance issues and increase reliability.
• Participate in training activities (both formal and informal) to continue to develop a thorough understanding of company products and services.
• Be knowledgeable of the various portals and be able to assist dealers in their navigation.
• Perform other duties and projects as assigned. Other duties as assigned by the supervisor.
• Support the mission of Manitou Group.
• Adhere to company policies and procedures.

EXPERIENCE:

• Two (2) years of customer service experience preferred.
• 1-2 years of technical expertise and experience with products and technology similar to those sold by Manitou Group.

EXPERTISE:

• Proficient with Google Suite and/or Microsoft Office software and comfortable working daily on a computer.
• Working knowledge of mechanical, electrical, and hydraulic systems on construction, agriculture, and material handling equipment.
• Good phone skills.
• Courteous and maintain composure in stressful situations.
• Proficient in oral and written communication with the ability to present to a group.

EDUCATION:

• High school education or equivalent. College, vocational and/or technical education would be a plus.

INTERNAL & EXTERNAL CONNECTIONS:

• Internal connections will include communicating with Manitou Training, Engineering, and Quality departments as well as other company field personnel in addition to Manitou Subsidiary Service personnel as needed.
• External connections will include communication by phone and email with the Dealer Network as well as limited training, show, and dealer visits.

SALARY RANGE:

• Base Salary Range between $56,000 - $65,000 per year, plus a potential annual bonus based on performance metrics
  • • Actual pay determined by experience level, skills, qualifications & work location

LOCALIZATION AND TRAVEL EXPECTED:

• This position can be located in:
  • West Bend, WI
  • Madison, SD
  • Yankton, SD
• Travel up to 5% both domestically and internationally.

OUR REWARDS & RECOGNITION:
In addition to an inclusive compensation package, we offer a comprehensive benefits program, including: Medical/Dental/Vision, 401k including employer match, tuition reimbursement, community-oriented volunteer program, wellness activities, employee and family activities throughout the year, and so much more! See for yourself why Forbes ranked Manitou within the top 125 for World’s Best Employers.

Applicants must be authorized to work in the United States.
Equal Opportunity Employer