What are the responsibilities and job description for the Forklift (Heavy-duty) Service Representative position at HC Forklift America Corp?
Department: Service
Reports to: National Service Manager
Location: Charlotte
FLSA Status: Exempt
Job Summary
Serve as primary service contacts between HC Forklift America (HCFA) and the dealer network. Work closely with the Senior Service Representatives (SSR) to provide outstanding support to the HCFA dealer network with rapid responses on technical service questions and service-related training. Act as a liaison between dealers and the factory to communicate the needs and requirements of the dealer network. Support internal teams such as the Parts Dept., Warranty Dept., and PDI Technicians. Report service and technical issues to HCFA management and HC Factory with recommendations for resolution. Travel (<25%) to support key account customers, provide regional training, attend trade events, etc. After hours phone support is expected to meet the needs of our dealers and customers.
Job Duties
Provide technical assistance to support dealer network regarding warranty, service, and repair of products.
Support internal warranty processing with technical support or processing claims if required.
Develops training curriculum and product information to align with our dealer expectations.
Coordinates support through communications with Factory Product Engineering, Parts, Warranty, and Technical Publications departments.
Investigate and communicate through the problem-solving process and quality concerns to our cross-functional team for permanent corrective resolution.
Plan, execute and manage the quality support activities at customer locations including sorting and containment activities, data collection and analysis, etc.
Support service technicians on day-to-day duties and support of Sales, Parts, and Operations.
Participates in OSHA 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
Reports to: National Service Manager
Location: Charlotte
FLSA Status: Exempt
Job Summary
Serve as primary service contacts between HC Forklift America (HCFA) and the dealer network. Work closely with the Senior Service Representatives (SSR) to provide outstanding support to the HCFA dealer network with rapid responses on technical service questions and service-related training. Act as a liaison between dealers and the factory to communicate the needs and requirements of the dealer network. Support internal teams such as the Parts Dept., Warranty Dept., and PDI Technicians. Report service and technical issues to HCFA management and HC Factory with recommendations for resolution. Travel (<25%) to support key account customers, provide regional training, attend trade events, etc. After hours phone support is expected to meet the needs of our dealers and customers.
Job Duties
Provide technical assistance to support dealer network regarding warranty, service, and repair of products.
Support internal warranty processing with technical support or processing claims if required.
Develops training curriculum and product information to align with our dealer expectations.
Coordinates support through communications with Factory Product Engineering, Parts, Warranty, and Technical Publications departments.
Investigate and communicate through the problem-solving process and quality concerns to our cross-functional team for permanent corrective resolution.
Plan, execute and manage the quality support activities at customer locations including sorting and containment activities, data collection and analysis, etc.
Support service technicians on day-to-day duties and support of Sales, Parts, and Operations.
Participates in OSHA 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’s degree or technical degree in related field, or related experience.
- 3 years training dealers and employees in forklift mechanics, or 5 years in mobile industrial equipment
- Current in Forklift certification and able to maintain
- 5 years’ experience in technical field servicing forklifts
- Must be experienced with the interaction and expectations of the Dealer/OEM service processes and policies.
Skills
- 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)
- Technical Assistance Effectiveness:
- KPI: Percentage of technical issues resolved on the first call.
- Measurement: Track the number of technical assistances calls and the number of issues resolved without escalation.
- KPI: Percentage of technical issues resolved on the first call.
- Service Technician Support:
- KPI: Technician satisfaction score with support received.
- Measurement: Gather feedback through surveys or performance reviews from service technicians regarding the effectiveness of support provided.
- KPI: Technician satisfaction score with support received.
- Training Program Impact
- KPI: Training satisfaction score from dealers.
- Measurement: Conduct regular surveys or feedback sessions with dealers to assess the quality and relevance of training provided
- KPI: Training satisfaction score from dealers.
Why Join Us?
HC Forklift America Corporation, a subsidiary of Hangcha Group is based in Charlotte, North Carolina. We offer a full line of innovative and reliable material handling equipment. Founded in 1956, Hangcha Group is now ranked 8th on the list of top global material handling equipment manufacturers. Our hard-working 4,100 employees, across the globe, are one main reason we can claim this rank. We invest in our employees and offer a positive work environment where employees can cultivate their careers and enjoy a diverse company culture. In addition, we offer some of the best benefits and compensation packages in the industry. When employees come on board, they are joining a growing company that is committed to seeing them succeed. They are joining HC Forklift America Corporation.
Benefits and Compensation
We offer competitive starting wages, with significant incentive compensation and annual earnings potential based upon your role. We’re proud to provide employees with some of the best benefits in our industry and we’re committed to keeping them affordable. This allows our employees to keep more of their paycheck. For example, we offer benefits that cost employees nothing out of their paychecks. The employee-only premium is offered at zero cost to them. This includes medical, dental, vision, and a $25,000 life insurance policy. In addition, we offer term and whole life insurance, cancer, critical illness, accident, accidental death and dismemberment insurance, and coverage for the employee’s family at an additional cost. We also offer optional health & wellness benefits.
HC Forklift America Corporation, a subsidiary of Hangcha Group is based in Charlotte, North Carolina. We offer a full line of innovative and reliable material handling equipment. Founded in 1956, Hangcha Group is now ranked 8th on the list of top global material handling equipment manufacturers. Our hard-working 4,100 employees, across the globe, are one main reason we can claim this rank. We invest in our employees and offer a positive work environment where employees can cultivate their careers and enjoy a diverse company culture. In addition, we offer some of the best benefits and compensation packages in the industry. When employees come on board, they are joining a growing company that is committed to seeing them succeed. They are joining HC Forklift America Corporation.
Benefits and Compensation
We offer competitive starting wages, with significant incentive compensation and annual earnings potential based upon your role. We’re proud to provide employees with some of the best benefits in our industry and we’re committed to keeping them affordable. This allows our employees to keep more of their paycheck. For example, we offer benefits that cost employees nothing out of their paychecks. The employee-only premium is offered at zero cost to them. This includes medical, dental, vision, and a $25,000 life insurance policy. In addition, we offer term and whole life insurance, cancer, critical illness, accident, accidental death and dismemberment insurance, and coverage for the employee’s family at an additional cost. We also offer optional health & wellness benefits.
Salary : $25,000
