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Technical Support Engineer – Product Development

Technical Support Engineer – Product Development

Job Description

If you enjoy providing extraordinary technical support and solving customer issues, then you could be our next Technical Service Engineer at Manitowoc Cranes* in Manitowoc, WI.

As a Technical Service Engineer, you’ll be responsible for satisfying internal and external customer requests for aftermarket service to include, crane system diagnostics and troubleshooting, crane rigging, parts recommendations, periodic after hour cell phone coverage and occasional (20% to 25%) travel in support of field activities. In addition, support internal Crane Care reliability and quality data analysis as well as new product development team support including design implementation reviews and potential field problem and service ability analysis.

If you’re up to the challenge, the reward is satisfaction . . . and knowing you helped build something real.  Join our passionate team and help build something you can be proud of – a future filled with passion, pride, and satisfaction.

Job Functions:

•         Accurate troubleshooting of crane system problems; fully document all reported customer complaints in order to provide data for continuous improvement programs.     

•         Support the testing of the product at the factory and in the field until the product is released for production;         

•         Maintain customer service expertise through continued technical training and advanced education opportunities;          

•         Support new product development through participation in and support of integrated product development teams, as well as the integrated product customization process;

•         Diagnose product issues with customers, suppliers and representatives, analyze root causes and utilize methods for early indicators of warranty problems.    

•         Develop serviceability analysis with our product support and field service groups, including areas of structural, hydraulic, mechanical, electrical and/or control systems designs 

•         Utilize statistical techniques to predict product failure rates and quality improvement activities.     

•         Improve product reliability through analysis of field samples, statistical analysis and design changes while coordinating with Quality Engineering team.       

•         Develop replacement parts inventory list with our inventory and product supply groups       

•         Work with and coordinate activities with customers, distributors, product suppliers, technical publications, training, and service through the project.

•         Participate in design reviews of the product representing the aftermarket support group

•         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.  

Job Requirements

•         Bachelor’s degree in Engineering required.

•         Knowledge of electrical, hydraulic, mechanical, and computer systems. 

•         Experience in customer service (through telephone, emails, website) with emphasis in dealing with technical or troubleshooting issues preferred.

•         Experience with Microsoft Office is required.

•         Position will be required to complete Factory Systems training classes successfully.

•         Heavy equipment experience preferred.

•         Must be able to address and respond to complex technical questions via telephone, websites, and/or e-mail.

* Manitowoc Cranes, a division of The Manitowoc Company, Inc., is recognized globally as one of the premier innovators and manufacturers of crawler cranes, tower cranes, and mobile cranes for the heavy construction industry.   Leading brands include Grove, Manitowoc, National Crane, and Potain.


Job Snapshot

Employment Type Full-Time
Job Type Engineering, Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 14000643
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Technical Support Engineer – Product Development

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