- Manitowoc’s field technicians are the human face of the Company at the jobsite. In this series of profiles, we speak to them about the challenges and rewards of this unique role.
- Volker Rodenbeck has worked in the crane industry since 1993 with professional experience across Europe, the U.S., the Middle East, Africa, and Asia.
Ask any crane owner what they value most in their cranes, and you will usually hear “uptime.” It is a critical factor, and can mean the difference between success and failure on a job. To ensure Manitowoc delivers its industry-leading uptime, the Company focuses on two areas: first, accelerating new product development to design and build high-performance, reliable cranes; and second, making substantial investments in customer support through its global network of field service technicians.
Volker Rodenbeck is one of those technicians, working in the industry for 33 years. Volker supports the range of Potain top-slewing tower cranes in Germany and has years of experience across Europe, the U.S., the Middle East, Africa, and Asia. He is a vital link in the productivity chain, helping customer technicians resolve issues rapidly or visiting projects himself to handle the troubleshooting and repairs.
“I have close, personal relationships with the customer technicians. I remember each individual, understand how they work, and over time those relationships have become friendships. If they encounter an issue, they call me and we troubleshoot it over the phone. I would say that 60 to 70 percent of the time, we’re able to resolve the issue by phone,” he says.
Potain cranes are famed for their long working lives, and Manitowoc’s customer support team stands behind each one. That means technicians like Volker need to maintain a broad knowledge of older, mechanical cranes as well as the latest production models with their leading-edge technology.
“With the latest cranes equipped with Manitowoc’s Crane Control System (CCS), setup is faster and the potential for human error has been reduced. However, for technicians, this also means staying current with the latest software and technologies. So you have to study a lot, which is a continual process.”
With over 30 years’ experience, Volker knows plenty about Potain tower cranes. But he also works closely with a broader team in Germany, supporting more than 30 Potain dealers and their customers. Each team member has a specialization, which helps create a stronger network of information and expertise.
Source: The Manitowoc Company.
