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After Sales Service Manager
Job ID
46436
Date
4 November 2026
Job Family
Type of contract
Why work for Manitou Group?
Manitou is purposefully committed to you, its people. Based on a "One United Team" focus, we internationally cultivate our purpose-driven and agile work environment. As an equal opportunity employer, we cultivate, build and elevate our more than 6000 employees and their diversity across more than 30 countries we operate in. There are 6 main plants with locations in France, the USA, India, Italy and more than 30 subsidiaries all around the world.
Are you looking for a new opportunity? Join us to be part of our continuous success.
GENERAL ACCOUNTABILITY:
Under the direction of the North America After Sales Director and in concert with corporate and department goals, the After Sales Service Manager will lead our Technical Service Call Center. This role is responsible for overseeing a team of Technical Service Advisors who provide advanced troubleshooting, and diagnostics to our North American dealer, rental, and key accounts networks. The ideal candidate is a customer-focused individual with a blend of deep heavy machinery (high-capacity mobile and telescopic telehandlers, aerial work platforms, forklifts) expertise and proven call center leadership, ensuring machine downtime is minimized and customer satisfaction remains high.
DUTIES & RESPONSIBILITIES:
Call Center Leadership & Customer Experience
Manage the daily operations of the technical support helpdesk, ensuring adequate staffing, balanced ticket routing, and adherence to Service Level Agreements (SLAs).
Coach advisors on methodical, logic-based troubleshooting (e.g., proper use of schematics and diagnostic trees) to shift the team's behavior away from "parts swapping" and toward precise root-cause identification.
Develop and implement targeted soft-skills coaching for Technical Service Advisors, focusing on active listening, empathy, and professional de-escalation techniques for high-stress breakdown situations.
Conduct regular call shadowing and provide constructive, real-time feedback to help advisors translate complex technical jargon into clear, customer-friendly language.
Foster a deeply customer-centric culture within the department, providing the team with communication frameworks to handle difficult conversations (e.g., warranty denials, severe parts backorders) with confidence and tact.
Lead, mentor, and evaluate the team through consistent one-on-one coaching sessions, performance reviews, and robust call quality audits.
Coordinate escalations for "Machine Down" situations, ensuring the fastest possible resolution by partnering with the Parts Manager and Area Service Managers to deploy field service technicians or expedite parts.
Technical Strategy & Support
Implement a rigorous review process for complex diagnostics and high-dollar parts recommendations to eliminate redundant part replacements and significantly reduce unnecessary warranty expenditures.
Track and improve the "First-Time Fix Rate" by ensuring advisors accurately diagnose the failure before authorizing repairs.
Serve as the final escalation point for the most severe technical failures and critical customer relationship issues, utilizing expert knowledge to resolve complex diagnostics for internal and external customers via phone, email, the Manitou Assist Portal, and/or on-site at the machine location.
Standardize troubleshooting workflows and implement best practices for ticketing documentation and quality control.
Understand and advise on the process of warranty claims based on Manitou Warranty Policy.
Partner closely with the Engineering and Product Development teams, establishing a feedback loop to report recurring product failures, software bugs, and reliability trends.
Initiate and manage modifications to service documents (operator's and parts manuals, flat rate schedules, instructional bulletins, and warranty policies) to drive measurable improvements for both the company and the customer.
Coordinate communication between the customer and dealer to provide the most effective service solutions, safeguarding current and future customer satisfaction.
Partner with key accounts to rebuild trust after equipment failures, actively representing Manitou's commitment to service during high-stakes dealer and customer visits.
EDUCATION & EXPERIENCE:
Bachelor's degree in Engineering, Business Management, or a related field (equivalent hands-on technical management experience may be considered in lieu of a degree)
Minimum 5+ years of experience in material handling machinery service or aftermarket support, with at least 3+ years directly managing a team.
TECHNICAL & PROFESSIONAL EXPERTISE:
Deep understanding of material handling equipment schematics, diesel engines, hydraulic systems, and modern telematics platforms.
Proficient with Microsoft Office software or equivalent. Able to use diagnostic tools (connect tools, extract & interpret results)
Able to comfortably use digital diagnostic tools to connect, extract, and interpret machine data.
Demonstrated positive interpersonal skills which promote teamwork and customer satisfaction.
Excellent conflict resolution skills, high emotional intelligence, and the ability to interpret operational data for decision-making.
Customer-centric with the skills, knowledge, and experience required to serve the high-stakes needs of enterprise accounts.
INTERNAL & EXTERNAL CONNECTIONS:
Internal Connections :
After-Sales Management: Collaborate closely to align on operational strategies and service delivery.
Quality & Supplier Recovery: Partner with teams to manage claims, technical disputes, and quality improvements.
Coordinate with teams responsible for publication of technical documentation to ensure accuracy and timely delivery.
Engage in continuous regulatory monitoring and compliance strategy in partnership with the Legal Department.
External Connections :
Dealer Network / Fleet and Key Accounts: Act as the main liaison for the North American customer networks, providing guidance and maintaining partnerships.
Third-party suppliers on specialized technical inquiries and product specifications.
What does MANITOU Group offer?
Base Salary Range between $82,500 - $110,000 per year, plus a potential annual bonus based on performance metrics
*Actual pay determined by experience level, skills, qualifications & work location
This position is located onsite in West Bend, WI
Travel Requirements - There would be travel opportunities up to 20% of the time including customer visits, onsite field troubleshooting, Manitou site visits and potential international travel
In addition to an inclusive compensation package, we offer a comprehensive benefits program including Medical/Dental/Vision, a matching 401k, tuition reimbursement, volunteer program, wellness activities, employee and family activities throughout the year and so much more!
Applicants must be authorized to work in the United States
Manitou Group is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status and disability status.
What is MANITOU Group?
To learn more about Manitou Group, click here
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Privacy Policy
Information note on data confidentiality in the context of recruitment
In accordance with Regulation (EU) 2016/679 on the protection of personal data, which came into force in the European Union on May 25, 2018, and the French Data Protection Act of January 6, 1978, amended accordingly, Manitou Group, made up of Manitou BF and its subsidiaries, is committed to protecting the rights of individuals.
Protecting your privacy and your personal data is a priority for Manitou Group, and we attach particular importance to this in all our processes. The purpose of this information notice is to inform you about how your personal data is processed during the recruitment process, and about your rights in this respect.
Who are the Data Controllers of your personal information?
Our recruitment site allows you to consult job offers from Manitou Group''s various companies and subsidiaries. MANITOU BF and its subsidiaries may process, as Data Controller and under its own responsibility, or jointly, where appropriate by Manitou BF, the data collected once you have submitted your application.
What data about you is collected by Manitou Group?
If you apply for a job with one of the Manitou Group''s companies, the personal data processed by these companies may only be that required for recruitment purposes. The main categories of personal data processed are as follows :
What are the purposes of processing your personal data?
Manitou Group companies may process your data for the following purposes :
Note: In order to select the most suitable profiles for the various jobs, we use sorting software based on algorithms that produce automated individual decisions. In this context, you have the right to request the intervention of a human being, to express your point of view regarding the decision and to contest it. To exercise these rights, please refer to the section "What are your rights and how to exercise them?"
Candidate assessment : To determine your professional skills required for the position, you may be asked to take part in assessments, tests and interviews (physical or video).
Candidate access management:
Improving the candidate experience: Your personal data may be used to monitor the quality and continuous improvement of our products and services.
Recruitment marketing: Sending candidates communications about potential positions, according to their relevance.
Legal compliance: We use your personal data to comply with our legal obligations, including in response to an authority or court order or a discovery request.
If your application is successful, you may be asked to provide other information relating to your personal data, which will be required to draw up your employment contract with a Manitou Group company.
Why are we authorised to process your personal data?
Manitou Group companies require a lawful basis for processing your personal data. To this end, your personal data is processed in accordance with the following provisions :
Who can access your data?
Authorised persons involved in the recruitment process working on behalf of Manitou Group companies and subsidiaries ;
The authorised persons of the Manitou Group''s companies and subsidiaries, for the purposes defined in this confidentiality charter ;
IT service providers working on or providing support for our systems ;
The judicial or administrative authorities where this is necessary to comply with the law in force. Do we transfer your personal data? The Manitou Group''s Data Center is based in France. For some of the services we offer (particularly those accessible via the web), we use specialist partners (considered as subcontractors) who may host data outside France and the European Union. For example, we use partners such as IT service providers, social network providers and marketing agencies. How long will your personal data be kept? Your personal data is kept for as long as is necessary for the fulfilment of the purposes, in accordance with legal or regulatory obligations and internal procedures. In this context, your personal data is processed for a maximum of twelve months after the last use of your candidate account. In the French companies of Manitou Group, personal data is archived for a maximum of five years after the last use of your candidate account. In the event of litigation, Manitou Group companies and subsidiaries may retain personal data until the end of legal proceedings. Security Given the nature of personal data and the risks involved in processing it, Manitou Group implements technical and organisational security measures to protect the security and confidentiality of the data under our supervision against accidental or deliberate manipulation, loss or destruction, and against access to such data by unauthorised persons. Our safety procedures are constantly being improved as new technologies emerge. What are your rights and how can you exercise them? You have a number of rights regarding the protection of your personal data :
Right to be informed: In order to guarantee fair and transparent processing, you may receive from Manitou Group companies any information concerning the processing of your personal data.
Rights of access and rectification: You have the right to request access to your personal data and to rectify inaccurate data. Under this right of access, you may obtain confirmation as to whether or not your personal data is being processed and, if so, access to it.
Right to erasure: You have the right to obtain the deletion of your personal data in certain cases, such as when the personal data is no longer necessary for the purposes for which it was collected. However, this right to oblivion is limited with regard to the legal and contractual obligations of the companies and subsidiaries of the Manitou Group.
Right to limitation: You have the right to restrict the processing of your personal data by Manitou Group, for example where such processing is unlawful, and to object to it by requesting the deletion of your personal data. In such cases, your personal data will only be processed with your consent or for the exercise or defence of legal claims.
Right to data portability: In compliance with the conditions defined by the law, you have the right to receive the personal data that you have provided to us, in a structured, commonly used computer format, and to transmit it to another Data Controller.
Right to object and withdraw consent: You have the right to object to the processing of your personal data for a legitimate reason at any time. You may also withdraw your consent at any time. However, please note that if you object to the processing of your personal data, we will not be able to process your application.
To exercise these rights, you can contact us by email at the following address, providing proof of your identity : privacy@manitou-group.com. If you are not satisfied with the answers provided, you have the right to lodge a complaint with a personal data supervisory authority about the processing of your personal data. For France: www.cnil.fr/en Changes to this information notice We may update this notice to reflect changes in our practices and services and to comply with data protection laws and regulations. Where necessary or required, we will inform you by any means and/or seek your consent. We therefore invite you to consult it each time you visit our site so that you are aware of the latest version.
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