Customer Service Spec II (Administrative)

Responsibilities

• Maintain high level of ability to respond to dealer/customer technical parts inquiries.  Applicant provides technical support on all North American stock, Critical Care and Crane Down parts orders.  Identify parts at Inbound and Outbound to conformance of fit, form and function.  Identify parts needing stamping or specifications and complete per instructions.  Other tasks include pictures of parts, measurements, freight tracking and claims reporting internal and external.
• Timely responses
• Adherence to Parts & Service policies
• Meet training and education goals
• Proactive Quality and Grief follow up
• Support of after-hours calls/emails
• Professional interaction with external customers
• Professional interaction with internal customers

Required Skills/Abilities: 

• Strong technical aptitude for interpreting engineering documentation.
• Ability to manage and prioritize Critical Care and Crane Down orders.
• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Ability to work independently and collaboratively in a fast-paced environment.

Behavioral Competencies:

• Customer Focus: Demonstrates a commitment to understanding and meeting customer needs.
• Attention to Detail: Ensures accuracy in parts identification and order processing.
• Adaptability: Responds effectively to changing priorities and urgent requests.
• Teamwork: Collaborates effectively with internal teams and external partners.
• Accountability: Takes ownership of tasks and follows through on commitments.
• Communication: Clearly conveys information and actively listens to others.

Required Education and Experience:

• High school diploma or equivalent.
• Minimum of 3 years of experience in parts support, technical service, or a related field.
• Experience working with ERP systems in a manufacturing or service environment.

Preferred Education and Experience

• Associate's or Technical Degree in a Business or Technical Field 
• OR 4-5 years of experience 
• Experience in: Product or customer support role, working with OEMs and/or distribution, heavy-equipment 
• Prior experience with heavy equipment parts support
• Multilingual capabilities, especially German, are a plus.

Physical Requirements: 

• Sitting and Computer Use: Ability to sit for extended periods while working at a computer or participating in virtual meetings. 
• Mobility: Ability to move freely throughout the office and occasionally access the manufacturing floor or service areas. 
• Lifting and Carrying: Occasionally lift and carry items such as technical manuals, tools, or equipment up to 30 pounds. 
• Standing and Walking: Periods of standing or walking during inspections, site visits, or meetings in production areas. 
• Climbing and Bending: Occasional need to climb stairs, bend, or kneel when inspecting equipment or accessing technical components. 
• PPE Compliance: Ability to wear required personal protective equipment (PPE) such as safety glasses, hard hats, and steel-toed shoes when entering production or service areas. 

Health and Safety: 

As part of our commitment to maintaining a safe and compliant work environment, the successful candidate will be expected to:

• Maintain a Safe Workspace: Ensure workstations are ergonomically set up and free from trip hazards, clutter, or unsafe electrical setups. 
• Adhere to Safety Policies: Follow all company health and safety policies, including emergency evacuation procedures, visitor protocols, and reporting requirements. 
• Participate in Safety Training: Attend required safety briefings, ergonomic assessments, and emergency preparedness drills. 
• Promote a Safety-First Culture: Encourage open communication about safety concerns and actively support initiatives that enhance workplace well-being. 
• Report Hazards Promptly: Identify and report any unsafe conditions or incidents in the office or adjacent production areas. 
• Coordinate with Production Areas: When entering manufacturing zones, comply with PPE requirements and safety signage, and follow escort protocols if not authorized for independent access. 
• Support Mental and Physical Wellness: Utilize available wellness resources and promote a balanced, health-conscious work environment. 
• Collaborate with Safety Teams: Work with the Environmental Health & Safety (EHS) team to ensure compliance with OSHA and internal safety standards. 

Work Environment:

• Office-Based Work (Monday–Thursday): Climate-controlled office environment four days a week. The office is equipped with standard business tools including computers, phones, and printers. Collaboration with cross-functional teams is frequent. 
•  Remote Work (Friday): 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. 
•  Collaborative Environment: Regular interaction with cross-functional teams including engineering, production, and customer service. 
•  Occasional Shop Floor Exposure: Periodic visits to the manufacturing floor may be required for meetings, inspections, or coordination with production staff. During these visits: 
  •  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. 
• Safety-Focused Culture: All employees are expected to follow safety protocols and participate in ongoing safety training. 
•  Travel Requirements: This position may require up to 20% 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. 

Travel Required: (Percentage 0-100)             Domestic         10%

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The Manitowoc Company, Inc. is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.