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With the opening of this contact center, Manitowoc Crane CARE has accomplished its goal of having technical and parts assistance available for customers 24/7, around the globe. Larry Bryce, executive vice president of Manitowoc Crane CARE, says this significant investment in customer care is what sets Manitowoc apart in the field. “Our customers know when they buy a crane from Manitowoc, the full strength, experience, and knowledge of the Manitowoc organization and their vast brand presence is behind them,” he said. “And with the opening of the Zhangjiagang contact center, that expertise is now accessible 24 hours a day, 7 days a week from anywhere in the world.” The Zhangjiagang contact center offers a single point of contact for support of Potain tower cranes, Grove mobile cranes, and Manitowoc crawler cranes in the Asia/Pacific region. Rapid response team members offer assistance on parts, service, and warranty support in both English and Mandarin. After the facility is fully operational, technicians will be available to answer calls from 8 am to 8 pm, seven days a week. Currently, 34 people are employed at the new facility and that number is expected to increase to 44 by the end of 2008. Alex Lee, rapid response team director at the new center, says that globally Manitowoc Crane CARE can call on a highly qualified team of engineers. “We now have a team of highly experienced network of technicians to help provide efficient technical support and problem resolution,” he said. “Hundreds of dedicated people now work in our customer service division around the world. Many of our rapid response team members have more than 20 years of experience in crane and customer support.” The Zhangjiagang contact center is one of five such locations around the world. The other four contact centers are located in: Manitowoc, Wisconsin, US; Shady Grove, Pennsylvania, US; Decines, France; and Wilhelmshaven, Germany.
About The Manitowoc Company
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News Release
