The building is home to over 100 Manitowoc Crane Care employees who are responsible for aftermarket support. The facility is also the Center of Excellence for the Grove, Potain and National Crane brands for both North and South America.
Dave Hardin, vice president of Manitowoc Crane Care in the Americas, says these new quarters and the people who work here underscores Manitowoc’s commitment to customer support.
“These new quarters represent a significant investment in facilities and people,” Hardin said. “They demonstrates the value that Manitowoc puts on supporting its cranes and more importantly, its customers. The expansion paves the way for the future growth of our business throughout the Americas.”
The new facility houses Manitowoc Crane Care’s Rapid Response Teams. These teams of experts are responsible for helping customers whenever they need any type of aftermarket support, replacement parts, training, or technical service. They communicate with distributors and customers to help diagnose problems or facilitate parts orders.
This new facility is also home to Manitowoc Crane Care’s technical publication department for the many different crane products built in Shady Grove. Each year, Manitowoc Crane Care produces and publishes thousands of technical publications and manuals that provide information to facilitate the repair of cranes in the field and detail proper crane operation.
Training is an important initiative for Manitowoc Crane Care. In the new quarters, space for training is more than doubled. Each year, Manitowoc Crane Care provides hands-on and E-training distributor, customer and Crane Care technicians on specific crane models or sub-systems. Manitowoc Crane Care will train over 1,300 people this year at Shady grove.
In addition to Shady Grove, Manitowoc has similar contact centers in Manitowoc, Wis.; Decines, France; Wilhelmshaven, Germany; and Zhangjiagang, China.
Larry Bryce, executive vice president of Manitowoc Crane Care, says that providing customers with access to technical experts wherever or whenever they need it is a top priority for Crane Care.
“We strive to provide our customers with access to Manitowoc Crane Care experts 24/7,” Bryce said. “This means that no matter where you are in the world and no matter what time zone you are in, you can get technical advice and parts support from Manitowoc Crane Care.”
