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Product Support Representative Job Classification Job Type:

Full-Time Location:

Georgetown/>25%

Travel FLSA Status:

Exempt Reports to: Director, Aftermarket Parts & Service 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 Manitex product line to technicians, distributors, customers, and end users in the Tadano Pan Americas service region. Key Responsibilities Provide operator assistance for the various 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 a liaison for the company to help provide the technician, distributor, customer or end user with the needed information, goods, and services that 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's needs are a 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 Proficient in MS Office, basic understanding of Salesforce and MRP system, Epicor highly preferred Core Competencies Excellent written/verbal communication, ability to effectively communicate directly with customers. Exceptional interpersonal, negotiation, and conflict resolution skills. Time management skills with a strong ability to prioritize tasks and adapt to customer needs. Proven analytical and problem-solving skills. Americans with Disabilities Act (ADA) Requirements To perform the essential functions of this position successfully, an individual must be able to meet the following requirements, with or without reasonable accommodation. Physical Requirements Prolonged periods of sitting while providing technical support by phone, video conference, email, and computer. Frequent use of hands and fingers to operate a computer, keyboard, telephone, and other office equipment. Ability to communicate effectively verbally and in writing with customers, technicians, distributors, and internal team members. Ability to read technical documents, parts manuals, engineering drawings, and hydraulic, pneumatic, and electrical schematics, both electronically and in print. Occasional standing, walking, bending, reaching, stooping, and climbing when visiting manufacturing facilities, customer locations, or service job sites. Ability to lift and carry up to 25 pounds occasionally. Ability to travel by automobile and commercial airline for overnight business travel up to 25% of the time. Work Environment Primary work environment is an office setting with frequent use of computers, phones, and other standard office equipment. Regular visits to manufacturing facilities, warehouses, customer locations, and outdoor job sites may be required. Exposure to moving mechanical equipment, electrical systems, hydraulic systems, compressed air systems, varying weather conditions, loud noise, dust, grease, vibration, and other industrial environments during site visits. Required use of appropriate Personal Protective Equipment (PPE), including but not limited to safety glasses, hearing protection, hard hats, steel-toed footwear, and high-visibility clothing, when entering production or customer work areas. Position requires flexibility to respond to customer issues outside of normal business hours on occasion and travel with limited advance notice when business needs require. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Affirmative Action/Equal Employment Opportunity (AAP/EEO) Statement Tadano provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.