National Service Manager

HC Forklift America; Rock Hill (SC); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with company match

Paid Time Off (PTO) and Paid Holidays

Employee Assistance Program (EAP)

Job summary

HC Forklift America in Rock Hill, SC is seeking a National Service Manager to lead the Aftersales Service Support and oversee warranty management for the dealer network. You will supervise a team, coordinate with factory engineering, and drive continuous improvement in service delivery.

This role requires extensive forklift technical experience, strong leadership, and travel as needed. You will report to the Director of Customer Care and ensure safety and quality across all service activities.

Qualifications

• 10+ years of technical field experience with forklifts.
• 6+ years in service management for forklifts.
• 5+ years training dealers/employees in forklift mechanics.
• Experience with Dealer/OEM service processes and policies.
• Up-to-date forklift certification and ability to maintain.
• Strong knowledge of hydraulic, electrical, powertrain systems.
• Experience analyzing warranty data and implementing corrective actions.
• Ability to read technical manuals, schematics, and engineering docs.
• Experience with DMS, warranty platforms, and service reporting tools.

Responsibilities

• Manages technical solutions to support dealer network on warranty, service, and repair.
• Oversees warranty processing, reviews, and approves dealer claims.
• Coordinates support with Factory Product Engineering, Parts, Warranty, Quality.
• Manages battery & charger dealer support and HCFA technical staff.
• Analyzes pre-delivery reports and reports issues to factory for resolution.
• Acts as a resource for testing and analysis of failed parts and assemblies.
• Investigates quality concerns and drives permanent corrective resolution.
• Plans and manages quality support activities at customer locations.
• Inspects shop equipment and ensures tools/equipment availability.
• Builds team of technicians via hiring, training, coaching.
• Works with HCFA Service Representatives on problem solving.
• Participates in OSHA compliance and safety improvements.
• Performs hands-on machine repairs as needed.
• Travels to customer and dealer locations as needed.
• Available for after-hours calls from dealer network.
• After-hours calls with factory to discuss quality and issues.

Skills

Forklift expertise

Service management

Dealer/OEM processes

Training dealers/employees

Root cause analysis

Travel willingness

Warranty data analysis

Problem solving

Reading manuals/schematics

Education

Bachelor’s degree in Engineering or Business

Tools

DMS

Warranty platforms

Service reporting tools

Job description

Job Title: National Service Manager

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)

Compensation & Benefits

• 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.