Support for the Long Haul: How Manitowoc Stands Behind Cranes—and Fleets—For Decades

When your project is on a tight schedule, and a piece of equipment goes down, it’s a big deal. Productivity suffers, costs rise, and customer satisfaction is at risk. Fleet owners and rental companies know this scenario all too well. That’s why ongoing support matters, maybe just as much as the machine itself. 
At Manitowoc, support is never an afterthought—it’s at the center of how we serve customers every day. We know our cranes aren’t just tools; they contribute to people’s livelihoods. When we excel at what we do, our customers can excel at what they do. Whether a crane has been in the field for ten days or 10,000 days, we want to ensure it’s an asset you can rely on, one that improves your productivity and helps you do your best work.  
That long-term commitment is especially relevant as Manitowoc looks ahead to what’s next. CONEXPO 2026 is right around the corner, and we’re preparing to introduce two new cranes at the show. And while shiny, new, feature-packed cranes are fun and exciting, they’re just beginning their journey. Regardless of whether it’s a brand-new crane that’s ready to prove itself or an older model that’s been out there plugging away for years, it’s backed by Manitowoc’s culture of support.

When Downtime Happens, Someone Answers

As everyone knows, breakdowns don’t always happen during “normal business hours.” Manitowoc’s service teams know that no matter when a machine goes down, we need to step up.
“I think the major advantage with our customer support is that it’s almost immediate,” says Jeremy Wagaman, Manitowoc’s senior manager of aftermarket service. “I’ve heard stories about competitors who aren’t available after a certain time, so customers leave a voicemail, and maybe they get a call back the next day. People tell us they love Manitowoc’s products because someone is always there. Someone is going to pick the phone up. Someone is going to help them.”
From late-night calls to weather-driven emergencies, Manitowoc’s service engineers, technicians, and support teams work together to troubleshoot even the toughest challenges quickly and calmly. It’s a human-first approach that recognizes how much is at stake when equipment stops.
“We focus on staying calm, being patient and remembering these are high-stress situations,” Wagaman says. “We’re dealing with very technical, complex equipment, but we try to find the root cause and find a resolution quickly. I think we do a really good job at that, and our dealer network does, too. They appreciate that we understand how urgent these moments can be.” 

A Tight-Knit Team Behind Every Crane

One of Manitowoc’s biggest strengths is how closely teams work together. Engineering, customer support, product management, and field service don’t operate in silos — they collaborate daily.
That collaboration shows up when it matters most. Service teams can reach engineering directly. Product experts understand real-world service challenges. Solutions don’t stall waiting for approvals.
“Our dealers and their customers are our number one priority,” Wagaman says. “If they need help, I can call Engineering in the middle of the night, or I can reach out to any of my service team members. And we're always there to help one another. It's a real tight-knit group that all stands behind the customer 100%.

From Repairs to Custom Solutions

Some support issues aren’t about equipment breakdowns. They’re about customizing equipment, approving special crane operations, or solving unique application challenges. That’s where the Lift Solutions Team comes in. 
“We work with the customer to come up with a solution and then run it through our process,” said Mark Harlacher, director of sales and marketing for Manitowoc Customer Support.  “In the end, we try to come up with a long-term fix for whatever issues they’re experiencing.”
Sometimes solutions may seem simple, but they end up being very impactful. When customers struggled to find specific service fittings in the field for a Grove Mobile Crane (GMK) model, Harlacher’s team responded with a compact kit that included every fitting needed by the GMK product line. Technicians can order the kit and keep it in their service trucks. Small changes like this reduce downtime and frustration, and that matters to fleet owners.

Support Across the Entire Lifecycle

Our relationship with customers doesn’t end after delivery. Sometimes, it spans decades. 
When we sell a new crane, we offer modern support that goes far beyond wrenches and toolboxes. Telematics and diagnostics now play a critical role in fleet management. Grove Connect and Potain Connect can track a customer’s fleet in real time, helping scheduled maintenance happen on time and providing fleet owners and managers with actionable data. 
At the other end of the lifecycle, thousands of our cranes are still out there working after 20 or 25 years, and we want them to stay out there working even longer.
“Through our EnCORE™ program, we refurbish these older cranes and give them a second life,” Harlacher says. “We can update them like new and help fleet owners get another 10, 12 or even 15 years out of them.”
It’s programs and systems like these that help Manitowoc fleet owners extend the lives of their equipment, modernize components, and get more value from existing assets. For rental fleets in particular, this long-term approach protects investment and keeps machines competitive in demanding markets.

Why Support Builds Loyalty

Ask customers why they stay with Manitowoc, and they consistently bring up support. Not just because problems get fixed, but because someone cares enough to stay on the line, follow through, and make it right. That trust is what turns first-time buyers into long-term partners.
As we prepare for CONEXPO, we know it’s likely our newest cranes will capture most of the attention at the Manitowoc booth. But behind every new product launch is a support network built to keep those machines — and the businesses that rely on them — going for decades to come.