National Service Manager

HC Forklift America Corp; Rock Hill (SC); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with company match

Paid Time Off (PTO) and Paid Holidays

Employee Assistance Program (EAP)

Job summary

HC Forklift America Corp in Rock Hill, SC is seeking a National Service Manager to lead the Aftersales Service Support and oversee warranty dealer submissions. You will supervise a team of technicians and coordinate with factory partners to deliver timely service and quality improvements.

You will analyze warranty data, drive corrective actions, manage dealer relations, plan field service activities, and ensure OSHA compliance.

Qualifications

• 10+ years of technical field-related experience specific to forklifts.
• 6+ years of service management experience specific to forklifts.
• 5+ years training dealers and employees in forklift mechanics, or 10+ years in mobile industrial equipment.
• Familiarity with Dealer/OEM service processes and policies.
• Current forklift certification with ability to maintain.
• Strong knowledge of hydraulic, electrical, and powertrain systems.
• Ability to read and interpret technical manuals, schematics and engineering docs.
• Experience with DMS, warranty platforms, and service reporting tools.
• Proven warranty data analysis and root-cause capabilities.
• Willingness to travel as needed.

Responsibilities

• Manage technical solutions to support dealer network for warranty, service, and repair.
• Oversee warranty processing, review and approve claims and follow up.
• Coordinate with Factory Product Engineering, Parts, Warranty, Quality and Technical Publications.
• Manage battery & charger dealer support and HCFA technical staff.
• Analyze pre-delivery reports and report issues to factory for resolution.
• Facilitate testing and analysis of failed parts and assemblies.
• Investigate problems and communicate quality concerns for corrective resolution.
• Plan and manage quality support activities at customer locations.
• Inspect shop equipment and ensure tools are available to technicians.
• Build and train a team of technicians for the Service Department.
• Collaborate with HCFA Service Representatives on problem solving.
• Support OSHA compliance and advocate safety improvements.
• Perform hands-on machine repairs as needed.
• Travel to customer and dealer locations as needed.
• Be available for after-hour dealer network calls and factory discussions.

Skills

Forklift experience

Service management

Training dealers/employees

Dealer/OEM service processes

Forklift certification

Hydraulic systems

Electrical systems

Powertrain systems

Warranty data analysis

Read and interpret manuals

DMS and warranty platforms

Root cause analysis (8D, RCA)

Travel willingness

Education

Bachelor's degree in Engineering, Business, or related field

Tools

Dealer Management Systems (DMS)

Warranty platforms

Job description

Department: Customer Care
Reports To: Director of Customer Care
Job Type: Full-Time | Onsite | Salaried Exempt

Location: Rock Hill, SC 29730

Position Summary

The National Service Manager will manage the Aftersales Service Support and review all Warranty dealer submissions for HC Forklift America (HCFA). This position will supervise a team of professionals to provide outstanding support to the HCFA dealer network. A liaison between dealers and factory to communicate the needs and requirements of the dealer network. This position will regularly report service and warranty issues to HCFA management and HC Factory with recommendations for resolution. Communicate/Report all quality issues to the factory and to the Quality manager as received.

Key Responsibilities

• Manages technical solutions to support dealer network regarding warranty, service, and repair of products, through HFCA and the factory.
• Oversees warranty processing dealer delivery reports, reviews, and approves dealer warranty claims including any follow up as necessary, address internal warranty claims promptly.
• Coordinates support through communications with Factory Product Engineering, Parts, Warranty, Quality and Technical Publications departments.
• Manages battery & charger Dealer support and HCFA technical staff.
• Analyzes pre-delivery reports and/or other required support materials (files or reports) as necessary and reports issues back to the factory for resolution.
• Acts as a resource to facilitate testing and analysis of failed parts and component assemblies.
• 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.
• Inspect shop equipment and work with Customer Care Director to ensure all necessary tools and equipment are available to technicians.
• Build team of technicians through hiring, training, coaching, and counseling to support Service Department.
• Work with the HCFA Service Representatives on problem solving and machine issues.
• Participates in OSHA compliance; Working with After Care Director, actively identifying and advocating improved safety for technicians.
• Performing hands on machine repairs as needed.
• Travel to customer and dealer locations as needed.
• Available for after-hour calls from dealer network to assist with service-related concerns.
• After hours calls with the factory to discuss Quality and ongoing machine issues

Required Qualifications

• 10 + years of technical field-related experience specific to forklifts
• 6+ years of service management experience specific to forklifts
• 5+ years training dealers and employees in forklift mechanics, or 10+ years in mobile industrial equipment
• Must be experienced with the interaction and expectations of the Dealer/OEM service processes and policies.
• Hold a up-to-date forklift certification as well as be able to maintain.
• Strong knowledge of hydraulic, electrical, and powertrain systems in material handling equipment
• Proven experience analyzing warranty data, failure trends, and implementing corrective actions
• Ability to read and interpret technical manuals, schematics, and engineering documentation
• Experience with dealer management systems (DMS), warranty platforms, and service reporting tools
• Strong problem-solving and root cause analysis experience (e.g., 8D, RCA methodologies)
• Willingness and ability to travel only when need be

Preferred Qualifications

• Bachelor's degree in Engineering, Business, or related field (or equivalent experience)
• Experience working directly with OEMs and international manufacturing teams
• OSHA safety training or certification (e.g., OSHA 30)
• Familiarity with lean manufacturing or continuous improvement methodologies (e.g., Six Sigma)
• Salary Range: (Open to potential increase based on experience and qualifications)
• Benefits Include:
  • Medical, Dental, and Vision insurance
  • 401(k) with company match
  • Paid Time Off (PTO) and Paid Holidays
  • Employee Assistance Program (EAP)

Additional Information

This job description reflects the current expectations for the position but is not intended to be all-inclusive. Duties, responsibilities, and qualifications may be modified or reassigned at any time to meet the evolving needs of the organization.