Technicians in Focus: Volker Rodenbeck of Manitowoc

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 when it comes to 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. Rodenbeck supports the range of Potain top-slewing tower cranes in Germany and has years of experience across Europe, the United States, 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," he said. "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."

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 new 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," he said. "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 more than 30 years' experience, Rodenbeck 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.

"At Potain in Germany, we have a very strong team of technicians and we communicate all the time. We share feedback and information on troubleshooting, so we can continuously improve," said Rodenbeck.

Rodenbeck has supported many challenging projects, including working with the Potain cranes used to build the huge containment shelter at the Chernobyl nuclear power plant in Ukraine, which experienced a meltdown in 1986. That work started in 2011 and spanned seven years, with strict limits on working hours and exceptional project constraints.

"It was a once-in-a-lifetime project, and a challenging and amazing job," said Rodenbeck. "We were part of history and an incredible engineering achievement. I had worked at a nuclear power station before the crane industry, so I respected the situation at Chernobyl, but I didn't fear it."

Rodenbeck also worked on many landmark projects in the United States, including the San Francisco-Oakland Bay Bridge, which featured 16 MD560-M40 cranes, and upgrades to the headquarters of the United States Pacific Fleet in Pearl Harbor. Rodenbeck embodies the expertise, experience and commitment that define Manitowoc's customer support, and for him, it is the only job.

"Cranes are in my blood," he said. "That won't change. I like to work with customers, erect cranes, support them and help take them down. In our role, you need to be a problem-solver, but also a teacher, traveler, outdoorsman and thinker. It's not always easy, and you're up against the outdoor conditions. But I've seen the world and met a lot of people through this job, and it's the only one for me."

For more information, visit manitowoc.com/product-support.