04.12.2007

Crane Care opens China contact centre

Manitowoc Crane Care has opened its fifth 24 hour seven days a week, contact centre at the Manitowoc crane facility in Zhangjiagang, China. The new facility was declared open at a special ceremony yesterday.

Manitowoc says that with the opening of this centre it has accomplished its goal of having technical and parts assistance available for customers 24/7, around the globe.
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Manitowoc Crane Care contact centre, Zhangjiagang, China

Larry Bryce, executive vice president of Manitowoc Crane Care said:
“Our customers know when they buy a crane from Manitowoc, the full strength, experience, and knowledge of the Manitowoc organisation and its vast brand presence is behind them, with the opening of the Zhangjiagang contact centre, that expertise is now accessible 24 hours a day, 7 days a week from anywhere in the world.”

The Zhangjiagang centre offers a single support contact point for 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 in both English and Mandarin.

Once the facility is fully operational, technicians will be available to answer calls from 8:00 to 20:00, seven days a week, with calls routed to centres in other time zones outside of those hours which include: Manitowoc, Wisconsin and Shady Grove, Pennsylvania in the USA, Decines in France, and Wilhelmshaven in Germany.
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Crane Care team members in Zhangjiagang, China

34 people are currently employed at the Chinese facility with that number expected to increase to 44 by the end of 2008. Alex Lee, the rapid response team director at the new location said: “We now have a team of highly experienced network of technicians to help provide efficient technical support and problem resolution. 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.”