Technical Product Support Specialist

Job Summary

The Product Support Representative is responsible for providing technical troubleshooting assistance, parts look up assistance, and general after sales crane support for the entire Tadano Manitex product line to technicians, distributors, customers, and end users in the Tadano Pan Americas service region. 

Key Responsibilities

• Provide crane operator assistance for the various Tadano Manitex models for set up, configuration, and basic operation assistance via phone, email, text, video, or in-person.
• Provide technical part information and documentation for both internal and external customers.
• Provide technical troubleshooting assistance of hydraulic, electronic, pneumatic, and mechanical, including component location, access, tear down, repair, reassembly, functions testing, proper tool use, and any health, safety, and environmental concerns that may arise during the scope of assistance. 
• Serve as liaison for the company to help provide the technician, distributor, customer or end user with the needed information, goods, and services that Tadano Manitex provides across all models.
• Assist with programming components for delivery to the technician, distributor, customer, or end user.
• Participate in groups, meetings, and training sessions to ensure top-tier customer service is provided.
• Ensure that the customer needs are priority by working diligently and efficiently to resolve issues. 

Qualifications

• Minimum of a High School diploma or GED equivalent
• 5 years minimum experience with industrial equipment including specialized knowledge in hydraulics, electronics, pneumatics, and mechanical systems. Crane and lifting equipment experience highly preferred.
• 1 year minimum of industrial equipment customer service or repair technician experience
• Ability to read and interpret hydraulic, electric, and pneumatic schematics 
• Experience with DIN, ISO, SAE, and JIS standards is preferred
• >25% overnight travel required

Core Competencies

• Excellent written/verbal communication, ability to effectively communicate directly with customers. 
• Exceptional interpersonal, negotiation, and conflict resolution skills.
• Time management skills with strong ability to prioritize tasks and adapt to customer needs.
• Proven analytical and problem-solving skills.
• Ability to act with integrity, professionalism, and maintain confidentiality.
• Proficient in MS Office, basic understanding of Salesforce and MRP system, Epicor highly preferred
• Ability to travel 25% of time via air or car to customer’s job sites with overnight stays. May have minimum travel notification.