Senior National Service Manager - Forklifts & Warranty

HC Forklift America Corporation; Rock Hill (SC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with company match

PTO and Paid Holidays

Employee Assistance Program (EAP)

Job summary

HC Forklift America Corporation is seeking a National Service Manager in Rock Hill, SC to lead the Aftersales Service Support and oversee warranty processing for the dealer network. The role supervises a team of professionals and acts as the primary liaison between dealers and factory.

You will regularly report service and warranty issues to HCFA management with recommendations, collaborate with Engineering, Quality, Parts, and Warranty teams, and ensure OSHA compliance and safety.

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 understand 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.

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

Skills

Forklift industry experience

Service management leadership

Dealer/OEM coordination

Forklift certification

Hydraulic, electrical, and powertrain

Warranty data analysis

DMS and service reporting tools

Education

Bachelor’s degree in Engineering, Business or related field

Tools

DMS

Warranty platforms

Service reporting tools

Job description

HC Forklift America Corporation is seeking a National Service Manager in Rock Hill, SC to lead the Aftersales Service Support and oversee warranty processing for the dealer network. The role supervises a team of professionals and acts as the primary liaison between dealers and factory.

You will regularly report service and warranty issues to HCFA management with recommendations, collaborate with Engineering, Quality, Parts, and Warranty teams, and ensure OSHA compliance and safety.