Technical Communicator en The Manitowoc Company, Inc.

The Technical Communicator will have troubleshooting oversight for all MGX Equipment technicians related to their dedicated product lines.  This individual must contain a high level of troubleshooting knowledge as well as excellent communication and leadership skills to resolve open work orders.  If a work order requires additional assistance from Manitowoc engineering, suppliers, or the Manitowoc factories this candidate will package all known information and troubleshooting efforts concisely to pass along to Manitowoc for additional assistance.  The ideal candidate is highly motivated to deliver timely customer service to resolve crane down issues, has attended the highest levels of Manitowoc training, is highly organized, can pivot from task to task, and fosters teamwork to achieve high levels of customer satisfaction. 

Reporting to the Director of Service, this position is a remote position requiring travel up to 20% based on business needs. Primarily located in a remote home office, this position could be in an environment with exposure to elements such as extreme temperatures and various weather conditions, dirt, dust, fumes, smoke, unpleasant odors and/or loud noises when traveling to MGX, customer, or construction job site locations.

ESSENTIAL JOB FUNCTIONS

• Quickly resolve open issues reported through the service managers and technicians that do not require escalation         
• Coordinate joint resolution between MGX branches, technicians, service managers, and Manitowoc to resolve complex issues through clearly summarizing facts and data to relevant parties to action            
• Establish and maintain relationships with key OEM’s to ensure elevated troubleshooting of key supplied components      
• Assist Manitowoc Service and Reliability Engineers to highlight high occurrence issues that require additional root cause and corrective action investigations  
• Communicate regularly with factory-based product specific service manager(s) to convey customer service-related activities of various dealer branches
• Other duties as required            

JOB REQUIREMENTS:

• High School Diploma or GED required. Associates or Technical Degree in Electrical, Electronics, or Hydraulics preferred.
• Minimum 10 years’ experience in hydraulic cranes repair with highest level of technical training completed required. 
• Minimum 10 years’ experience with test equipment for electrical & hydraulic systems required.
• Experience in a leadership position, managing technicians and systems. 
• Must possess excellent communication skills, both verbal and written.  Multilingual a plus.
• Must be able to use all standard Windows based software (Microsoft Office Suite) and be extremely PC literate. 
• Must be able to read & interpret schematics, drawing, blueprints, etc.
• Must be able to travel with short notice to assist in the field when necessary. 
• Must be available to travel up to 20% of time.
• Must possess a high level of patience.
• Must have confidence in decision making based on information provided.
• Must be able to effectively communicate across all levels of the organization.
• Must possess a high level of integrity and accountability.
• Must possess a high level of urgency and responsiveness.

HEALTH & SAFETY REQUIREMENTS:

• Perform job functions in a safe manner.
• Wear all Personal Protective Equipment (P.P.E.) required by Company policy for the job being performed. 
• Know and follow established job specific and facility wide safety and health procedures and rules.
• Actively participate in safety and health training and 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.

Work Environment: 

This is a full-time position with typical working hours between 6:00 AM to 5:00 PM. Additional hours may be required based on business conditions. This position supports multiple time zones and may receive phone calls outside of typical working hours. 

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. There may be frequent lifting and/or moving of up to 40 pounds. 

BENEFITS

• Competitive total rewards package including benefits and 401(k) beginning day one of employment
• Continuing education and training opportunities, tuition reimbursement for those who qualify
• Vacation and Holiday pay
• Paid Parental Leave
• And much more!

PAY:

This position offers a pay range between $102,000-$115,000 annually plus variable compensation package. Pay is provided on a bi-weekly basis and there are 14 days in the pay period, beginning on a Monday and ending on a Sunday.

Company