Tech Service Specialist VI

The Manitowoc Company•Greencastle, PA

7d•Hybrid

About The Position

The Technical Service Specialist VI provides second level parts research and order fulfillment support to Manitowoc Country Organizations and third-party Distributors as a technical parts support subject matter expert in a specific product line. This role also coordinates critical issues with Manitowoc warehouse facilities, the purchasing team, and technical service personnel.

Requirements

Computer literacy – Microsoft 365 suite
Good written and verbal communication skills
ERP experience
Effective Communication
Problem-solving
Positive Outlook
Customer focus
Associate’s or Technical Degree in a Business or Technical Field AND 2 years of experience OR 6-8 years of experience in product support, customer support, or technical parts support role
Ability to sit for extended periods while working at a computer or participating in virtual meetings.
Ability to move freely throughout the office and occasionally access the manufacturing floor or service areas.
Occasionally lift and carry items such as technical manuals, tools, or equipment up to 30 pounds.
Periods of standing or walking during inspections, site visits, or meetings in production areas.
Occasional need to climb stairs, bend, or kneel when inspecting equipment or accessing technical components.
Ability to wear required personal protective equipment (PPE) such as safety glasses, hard hats, and steel-toed shoes when entering production or service areas.
Ensure workstations are ergonomically set up and free from trip hazards, clutter, or unsafe electrical setups.
Follow all company health and safety policies, including emergency evacuation procedures, visitor protocols, and reporting requirements.
Attend required safety briefings, ergonomic assessments, and emergency preparedness drills.
Encourage open communication about safety concerns and actively support initiatives that enhance workplace well-being.
Identify and report any unsafe conditions or incidents in the office or adjacent production areas.
When entering manufacturing zones, comply with PPE requirements and safety signage, and follow escort protocols if not authorized for independent access.
Utilize available wellness resources and promote a balanced, health-conscious work environment.
Work with the Environmental Health & Safety (EHS) team to ensure compliance with OSHA and internal safety standards.

Nice To Haves

Associate’s or Technical Degree in a Business or Technical Field AND 2 years of experience OR 6-8 years of experience
Experience in: Product or customer support role, working with OEMs and/or distribution, heavy equipment
Crane industry experience preferred

Responsibilities

Respond to contact center phone calls and customer service tickets
Timely quotation response and proactive follow-up
Participate in training and professional development activities, including technical training classes
Support after hours calls
Professional interaction with internal and external customers
Blueprint reading and interpretation of technical documentation
Be subject matter expert for supporting a single product line
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
Bring safety and health issues, unsafe acts, and safety suggestions to management's attention or correct those you can.

Benefits

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.
Regular interaction with cross-functional teams including engineering, production, and customer service.
Periodic visits to the manufacturing floor may be required for meetings, inspections, or coordination with production staff.
Exposure to moderate noise, dust, and moving machinery may occur.
Personal Protective Equipment (PPE) such as safety glasses, hearing protection, and steel-toed shoes must be worn as required.
Awareness of forklift traffic, overhead cranes, and other industrial equipment is essential.
All employees are expected to follow safety protocols and participate in ongoing safety training.
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.