Regional Service Tech

Job Summary

Serve as local service contact between HC Forklift America (HCFA) and our dealers in the local region. Provide outstanding support to the HCFA dealer network with rapid response to technical service questions and service-related training. Act as a liaison between dealers and HCFA to communicate the needs and requirements of the dealer network. Support other dealer operations such as the Parts Dept., Warranty Dept., and Technical Training as needed. Regularly report service and technical issues to HCFA management with recommendations for resolution. Extensive travel (50-75%) will be required to directly support assigned dealers, key account customers, provide regional training, attend events, etc. After hours phone support is expected to meet the needs of our dealers and customers. Periodic travel to HCFA HQ in Charlotte, NC, for training and events is required.

Job Duties

• Provide onsite technical assistance to support dealer network regarding warranty, service, and repair of products.
• Support dealer warranty concerns as needed and serve as initial escalation point for aftermarket issues.
• Provide service training and product information to align with our dealer expectations.
• Coordinates support through communications with the Senior Service Reps and HCFA Management.
• Develops Aftermarket Parts Sales growth with dealers through recommended stock lists, delivered market, and historical sales.
• Investigate and communicate through the problem-solving process and quality concerns to our cross-functional team for permanent corrective resolution.
• Visit local end-users and key account customers with the local HC Dealer for technical support and professional issue resolution.
• Support dealer service technicians on day-to-day duties and, in addition, support dealer Sales, Parts, and Operations as needed.
• Participates in OSHA (Occupational Safety and Health Act) compliance; actively identifying and advocating improved safety for technicians.
• Available for after-hour calls from dealer network to assist with service-related concerns.
• May perform other duties as assigned.

Experience and Education

Required

• Associate degree, technical degree in related field, or related experience.
• 5+ years of related technical field experience specific to forklifts
• 3+ years training dealers and employees in forklift mechanics, or 5+ years in mobile industrial equipment
• Must be experienced with the interaction and expectations of the Dealer/OEM service processes and policies.
• Must have a positive demeanor and represent HCFA in a professional manner.
• Current Forklift certification and able to maintain.
• This position works remotely and must reside in the territory or region assigned to the RSR.

Skills

• Employee management and training
• Customer Service
• Excellent written and verbal communication skills
• Time management and planning
• Proficiency in computer skills and programs such as Microsoft Office Suite
• Critical thinking and problem solving

Physical Requirements

This position has the following physical requirements:

• Regularly stand, sit, walk, and bend at the waist; use sight, hearing, and speech to interact with people and the environment; and use hands and fingers to manipulate objects.
• Occasionally crouch, crawl, and lift up to 75 lbs.

Environmental Conditions

• Location varies from warehouse to warehouse
• Warehouse environment with uncontrolled varying temperatures.
• Regular use of warehouse equipment, including forklifts.
• Frequent lifting and moving of heavy items.
• Standard working hours with potential for overtime as needed.

Key Performance Indicators (KPIs)

• Onsite Technical Assistance Effectiveness
• Target: Achieve 85% resolution rate on first visit.
• Service Training and Dealer Alignment
• Conduct service trainings for dealers with 100% satisfaction
• OSHA Compliance and Technician Safety
• Target: Remain 100% complaint with OSHA regulations and safety measures

Company Overview

HC Forklift America Corporation (HCFA) is a subsidiary company of Hangcha Group based in China. Hangcha is the leader in full line forklift manufacturing in China. Today, Hangcha provides forklifts throughout the world. Currently, Hangcha is establishing market share in the North American market. HCFA has set up its distribution headquarters in Charlotte, North Carolina. Hangcha employs over 4,800 employees worldwide. We are among the top 8 manufacturers in the world for material handling equipment. For the right candidate, this is a great opportunity to join a growing company with tremendous potential.