Location: UK
Main Responsibilities in the Role
Customer interface
Understand customer/jobsite expectation or issues and explain Manitowoc statements, positions or solutions.
Identify related gaps, work to bridge those gaps, and engage teams around resolution.
Organize / provide proactive communication to customers, or meetings with customers.
Ensure timely and quality customer feedback after service job completion (service reports, inspection sheets ...), ensure field issues requests are tackled in a timely manner by relevant internal teams.
Leadership of internal resources across the company
Either with a hierarchic or a functionnal reporting line (Lift Solutions, training/flying doctors, quality, technical support, parts, logistics ...), in or or outside Europe.
Deploy internal communication to ensure team target ownership & commitment to customer satisfaction.
Operations / Service solutions delivery / performance
Ensure safety of all Manitowoc staff on site.
Lead operations preparation (site visits, RAMs...), schedule and execution.
Set and own maintenance plans (those may differ from the "theory" and from the tech pubs).
Coordinate all internal contributors (flying doctors, local aftersales teams, parts, technical support) so that operations are planned properly & executed as per the plan (maintenance, troubleshooting, erection/dismantle).
Ensure compliance to jobsites safety or country regulations.
Assist in access badges creation / maintenance for required Manitowoc technicians.
Organize onsite & offsite facilities (storage, handling, training ...).
Continuous improvement
In case of an issue on the project, lead root cause analysis and action plan setting and implementation in order to continuously improve performance and customer satisfaction.
Establish lessons learned and share conclusions with the rest of the teams & the organisation.
To be Successful in this Role
Fluent english and french is a must
Good tower crane technical skills.
Global education requirement should be equivalent to US Bachelor's Degree - which normally requires 4 years of college education.
Ability to travel and spend 50%+ of time abroad, and spend full weeks on jobsite as required.
Afterhours and weekend work expected, in compliance with site / country regulations.
Incumbant must have combination of product/technical knowledge, financial acumen and customer interface skills.
Strong leadership, interpersonal, and communication skills.
Ability to accept & manage conflicts in a multi cultural environnement.
Demonstrated ability to drive process improvement initiatives.
Experience in project management and cross-functional collaboration.
Must possess high integrity, be a committed team player, have proven leadership capabilities and be market/customer oriented.
Be ready to promote safety, quality, respect & discipline as “non-negotiables”.
Manitowoc is committed to the principle of equal opportunity and prohibits all forms of discrimination. All applications will be reviewed fairly and solely on the basis of the skills and qualifications required for the position. These principles apply throughout employees’ careers within the company.
Job description provided by The Manitowoc Company.
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