Customer Care Director: Strategy, Warranty & Ops Leader

HC Forklift America; Rock Hill (SC); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with company match

PTO and holidays

Job summary

HC Forklift America in Rock Hill, SC seeks a Director of Customer Support to design and drive customer care strategies, elevating satisfaction and loyalty across dealers and end customers.

The role leads a multi-disciplinary team in Technical Support, Warranty Administration, Fleet Administration, and Training, partnering with Sales, Engineering, and Operations to deliver efficient service and measurable KPIs. Travel as needed.

Qualifications

• Bachelor’s degree or equivalent in a related field
• 8–12+ years in customer care, technical support, service operations, or warranty management
• 5+ years of leadership experience leading multi-functional teams
• Experience in material handling equipment, heavy equipment, or industrial manufacturing
• Proven ability to drive customer satisfaction, retention, and efficiency
• Strong warranty administration, claims adjudication, and policy development
• Experience with dealer/distributor networks and escalation management
• CRM experience (Salesforce preferred) with data strategy, reporting, and optimization
• Strong analytics with KPI, dashboard, and metric development
• Excellent communication and executive-level presentation skills
• Budget, vendor management, and contract experience
• Willingness to travel as needed

Responsibilities

• Maintain and develop a high-performing customer service team to meet expectations
• Support National Service Manager in hiring, training, and resourcing
• Coordinate with Parts GM to provide take-off parts when required
• Oversee returned equipment and repairs as needed
• Lead dealer network escalations for warranty, service, and product issues
• Review and approve warranty labor and parts; resolve disputes per policy
• Direct RMA and inspection for defective parts; collaborate with Engineering on failure trends
• Develop and publish Hangcha warranty policies and certificates
• Oversee National Account Fleet Management and related contracts/invoices
• Support Technical Training and content scheduling, tooling, and dealer communications
• Lead Salesforce data strategy, onboarding, unit profiles, and warranty processes
• Develop knowledge base and AI support tools

Job description

HC Forklift America in Rock Hill, SC seeks a Director of Customer Support to design and drive customer care strategies, elevating satisfaction and loyalty across dealers and end customers.

The role leads a multi-disciplinary team in Technical Support, Warranty Administration, Fleet Administration, and Training, partnering with Sales, Engineering, and Operations to deliver efficient service and measurable KPIs. Travel as needed.