Technical Service Advisor

Manitou Group • Madison, WI

1d • $56,000 - $65,000 • Hybrid

About The Position

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

Requirements

• 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.

Nice To Haves

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

Responsibilities

• 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 of connected machine data to troubleshoot and proactively inform customers.
• Become familiar with all company products, their 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.
• Other duties as assigned by the supervisor.
• Support the mission of Manitou Group.
• Adhere to company policies and procedures.

Benefits

• 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 have a home base out of either West Bend, WI, Madison, SD or Yankton, SD
• Hybrid and/or Remote Opportunity - Has the opportunity to either be an onsite, hybrid or remote position depending where the candidate is located
• 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 or disability status

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED