MGX UK puts technical expertise behind mobile crane uptime

Manitowoc’s MGX UK leans on technical know-how and fast parts to keep mobile cranes lifting

Launched in July with workshops in Buckingham and Barnsley, MGX Equipment Services UK is Manitowoc’s first European service subsidiary, offering multi-brand support for mobile crane owners — and it is banking on experienced field engineers to deliver first-time fixes.

MGX Equipment Services UK, a wholly-owned subsidiary of The Manitowoc Company, opened for business in July to provide service, parts and customer support to mobile crane owners, contractors and rental companies across the United Kingdom — regardless of the brand on the boom. The operation runs full-service facilities in Buckingham and Barnsley, backed by a fleet of service vans and a substantial parts inventory, and is the first European outpost of the MGX Equipment Services business that has long operated in the United States.

Field engineers at the sharp end

To illustrate how the new organisation works, Manitowoc has put the spotlight on Matthew Dickenson, a 35-year-old field service engineer with 13 years in the crane industry. Working out of the MGX network, he handles diagnostics and troubleshooting for customers in Manchester, Liverpool, North Wales and beyond, on cranes of all makes.

“Building trust is key. The main thing is to make sure the customer knows we care and are there to help. Customers call us because they need immediate support. I guide their engineers over the phone or go there myself. Even if it is something new or unfamiliar, I’ll keep digging until I find the answer.”

— Matthew Dickenson, field service engineer, MGX Equipment Services UK

Supporting every brand means covering decades of crane technology. Older machines are largely mechanical, while current models rely on electronics and data-driven diagnostics — a shift that demands both continual training and hands-on experience. Dickenson says the team shares ideas and works through problems together rather than leaving an engineer to struggle alone.

Parts in the van, data down the line

Each MGX service vehicle carries a stock of commonly used parts to raise the odds of a first-time fix, with overnight shipping available when something has to come from further afield. Telematics is doing an increasing share of the work too: on Grove mobile cranes, the Grove CONNECT system gives engineers remote access to crane data and performance history.

“I received a call one night at 1:00 am to help a customer working inside a factory. We couldn’t use a video phone call to see the situation because of jobsite restrictions. So instead, I accessed the crane’s operating system via its telematics system and reviewed the issue, which I was able to resolve immediately – without needing to go to site.”

— Matthew Dickenson, field service engineer, MGX Equipment Services UK

In the US, MGX Equipment Services offers new and used equipment sales, crane rental, OEM parts and repair and remanufacturing services — a template the UK operation is expected to build on.