Tech Service Specialist VII

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    "ShortDescriptionStr": "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. \n\n",
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    "ExternalDescriptionStr": "<p>The <span style=\"font-family: Roboto;\">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.&nbsp;</span></p><p><strong>Requirements:</strong></p><ul><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Respond to contact center phone calls and customer service tickets</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Timely quotation response and proactive follow-up</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Participate in training and professional development activities, including technical training classes</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Support after hours calls</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Support development of new internal Technical Service Specialists and distributor parts and service personnel</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Professional interaction with internal and external customers</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Blueprint reading and interpretation of technical documentation</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Cross train to support multiple product lines OR provide basic level service support on primary product line</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\"><strong>Safety:</strong>&nbsp;</span></span></p><p><span style=\"font-family: Roboto;\"><span style=\"font-size: 11pt; line-height: 107%;\">Maintain departmental housekeeping and 5S standards, perform job functions in a safe manner, wear all PPE required by Company Policy were required, know &amp; follow established job specific and facility wide safety &amp; health procedures and rules, participate in safety and health training &amp; 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.</span></span></p><p>&nbsp;</p><p><span style=\"font-family: Roboto;\"><strong>Required Skills/Abilities:</strong></span></p><ul><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Computer literacy – Microsoft 365 suite</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Good written and verbal communication skills</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">ERP experience</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Experience with warehousing, logistics, and order fulfillment</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Demonstrated technical aptitude</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Roboto;\"><strong>Behavioral Competencies:</strong></span></p><ul><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Effective Communication</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Problem-solving</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Leadership</span></span></li><li><span style=\"font-family: Roboto;\"><span style=\"letter-spacing: -0.2pt;\">Customer focus</span></span></li></ul><p>&nbsp;</p><p><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Required Education and Experience:</strong></span></p><ul><li><span style=\"font-family: Roboto;\">Associate’s or Technical Degree in a Business or Technical Field AND 4 years of experience</span></li><li><span style=\"font-family: Roboto;\">OR 8+ years of experience in product support, customer support, or technical support role</span></li><li><p><span style=\"font-family: Roboto;\">OR Bachelor’s degree in a Business or Technical Field</span></p><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\">&nbsp;</p></li></ul><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Preferred Education and Experience:</strong></span></p><ul><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"font-family: Roboto;\">Associate’s or Technical Degree in a Business or Technical Field AND 4 years of experience</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"font-family: Roboto;\">OR 8+ years of experience</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"font-family: Roboto;\">Experience in: Product or customer or technical support role, working with OEMs and/or distribution in heavy equipment</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"font-family: Roboto;\">Crane industry experience best</span></p><p>&nbsp;</p></li></ul><p><span style=\"font-family: Roboto;\"><strong>Physical Requirements:&nbsp;</strong></span></p><ul><li><span style=\"background-color: rgb(250, 250, 250); color: rgb(66, 66, 66); font-family: Roboto;\"><strong>Sitting and Computer Use:&nbsp;</strong>Ability to sit for extended periods while working at a computer or participating in virtual meetings.</span></li><li><span style=\"background-color: rgb(250, 250, 250); color: rgb(66, 66, 66); font-family: Roboto;\"><strong>Mobility:&nbsp;</strong>Ability to move freely throughout the office and occasionally access the manufacturing floor or service areas.</span></li><li><span style=\"background-color: rgb(250, 250, 250); color: rgb(66, 66, 66); font-family: Roboto;\"><strong>Lifting and Carrying:&nbsp;</strong>Occasionally lift and carry items such as technical manuals, tools, or equipment up to 30 pounds.</span></li><li><span style=\"background-color: rgb(250, 250, 250); color: rgb(66, 66, 66); font-family: Roboto;\"><strong>Standing and Walking:&nbsp;</strong>Periods of standing or walking during inspections, site visits, or meetings in production areas.</span></li><li><span style=\"background-color: rgb(250, 250, 250); color: rgb(66, 66, 66); font-family: Roboto;\"><strong>Climbing and Bending:&nbsp;</strong>Occasional need to climb stairs, bend, or kneel when inspecting equipment or accessing technical components.</span></li><li><span style=\"background-color: rgb(250, 250, 250); color: rgb(66, 66, 66); font-family: Roboto;\"><strong>PPE Compliance:&nbsp;</strong>Ability to wear required personal protective equipment (PPE) such as safety glasses, hard hats, and steel-toed shoes when entering production or service areas.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Maintain a Safe Workspace:</strong> Ensure workstations are ergonomically set up and free from trip hazards, clutter, or unsafe electrical setups.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Adhere to Safety Policies:</strong> Follow all company health and safety policies, including emergency evacuation procedures, visitor protocols, and reporting requirements.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Participate in Safety Training:</strong> Attend required safety briefings, ergonomic assessments, and emergency preparedness drills.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Promote a Safety-First Culture:</strong> Encourage open communication about safety concerns and actively support initiatives that enhance workplace well-being.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Report Hazards Promptly:</strong> Identify and report any unsafe conditions or incidents in the office or adjacent production areas.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Coordinate with Production Areas:</strong> When entering manufacturing zones, comply with PPE requirements and safety signage, and follow escort protocols if not authorized for independent access.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Support Mental and Physical Wellness:</strong> Utilize available wellness resources and promote a balanced, health-conscious work environment.</span></li><li><span style=\"background-color: rgb(250, 250, 250); font-family: Roboto;\"><strong>Collaborate with Safety Teams:</strong> Work with the Environmental Health &amp; Safety (EHS) team to ensure compliance with OSHA and internal safety standards.</span></li></ul><p style=\"line-height: normal; margin-bottom: 12pt;\">&nbsp;</p><p style=\"line-height: normal; margin-bottom: 0in; vertical-align: middle;\">&nbsp;</p><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Work Environment:</strong></span></p><ul><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Office-Based Work (Monday–Thursday):&nbsp;</strong>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.</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Remote Work (Friday):&nbsp;</strong>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.</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Collaborative Environment:</strong> Regular interaction with cross-functional teams including engineering, production, and customer service.</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Occasional Shop Floor Exposure:</strong> Periodic visits to the manufacturing floor may be required for meetings, inspections, or coordination with production staff. During these visits:</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt; margin-right: 0in; margin-top: 0in;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\">Exposure to moderate noise, dust, and moving machinery may occur.</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt; margin-right: 0in; margin-top: 0in;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\">Personal Protective Equipment (PPE) such as safety glasses, hearing protection, and steel-toed shoes must be worn as required.</span></p></li><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt; margin-right: 0in; margin-top: 0in;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\">Awareness of forklift traffic, overhead cranes, and other industrial equipment is essential.</span></p></li></ul><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt; margin-right: 0in; margin-top: 0in;\">&nbsp;</p><ul><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Safety-Focused Culture:</strong> All employees are expected to follow safety protocols and participate in ongoing safety training.</span></p></li></ul><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\">&nbsp;</p><ul><li><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Travel Requirements:</strong> 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.</span></p></li></ul><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\">&nbsp;</p><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><strong>Other Duties:</strong></span></p><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\">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.</span></p><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\">&nbsp;</p><p style=\"background-color: white; line-height: normal; margin-bottom: 12pt;\"><span style=\"color: rgb(34, 34, 34); font-family: Roboto;\"><i><strong>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.</strong></i></span></p>",
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