Technical Service Advisor

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.

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.

Knowledgeable on all company products, but specializes in specific products assigned. Assist the Warranty Claims department with the assigned products and/or areas.

• 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 connected machine data to troubleshoot and proactively inform customers.
• Become familiar with all company products, 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.
• Support the mission of Manitou Group.
• Adhere to company policies and procedures.

• 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.

• 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.

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

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

• Base Salary Range between $56,000 – $65,000 per year, plus a potential quarterly bonus based on performance metrics
  • Actual pay determined by experience level, skills, qualifications & work location.
• This position can…