Technical Support Specialist

Hyundai Material Handling; Norcross (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Hyundai Material Handling is seeking a Technical Support Specialist to assist dealers with forklift issues via Hi Desk 2, phone, and email. You will use dealer portals, schematics, and manuals to diagnose and resolve problems, while maintaining up-to-date technical information for service teams.

Responsibilities include coordinating with Product Support, R&D, and QA, monitoring field campaigns, and updating documentation.

Qualifications

• Forklift technical experience required.
• Proficient in Microsoft Office with emphasis on Excel, PowerPoint and Word for reporting.

Responsibilities

• Assist Hyundai Material Handling Dealers with technical issues via Hi Desk 2, telephone, and email.
• Use dealer portal to advise technicians using schematics and manuals.
• Maintain technical information on HMH products for dealers and service teams.
• Collaborate with Product Support, Service, R&D, Engineering, and QA to investigate and resolve issues.
• Monitor field service campaigns and report trends to HQ.
• Provide modification notes to Hyundai documentation; coordinate with parts on part numbers.
• Develop and maintain a FAQ database on technical product information.
• Assist with warranty claims and warranty authorizations per policy.
• Travel may be required to assist dealer technicians on site.

Skills

Forklift technical experience

Reporting and report development

Strong computer skills

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

The Technical Support specialist is responsible for assisting Hyundai Material Handling Dealers with technical issues relating to the Hyundai Forklifts via Hi Desk 2 (internal CRM), Telephone, and email.

Responsibilities:

• Use the Hyundai Dealer Portal system to advise and assist the dealer network technicians with technical issues. This includes using Electrical and Hydraulic Schematics, Service Manuals, Engine Manuals, and experience to help troubleshoot issues in a timely manner.
• Maintain technical information on HMH products and provide dealers and HMH service with information as requested.
• Work with Product Support and Service departments in the investigation of product issues and resolution.
• Distribute, track and monitor field service campaigns required for product improvement/recall in accordance with HHI/HMH policy.
• Monitor failure trends and report information to R&D, Engineering, or Quality departments at HQ.
• Provide information regarding modification or changes required to Hyundai technical documentation including Service and Parts Manuals.
• Work with parts department on technical part questions. Assist with providing the correct part numbers to dealers when needed. Report part issues to R&D, Engineering or Quality departments at HQ.
• Develops and maintains database of FAQ related to technical product information.
• Assist dealer personnel in proper submission of warranty claims including providing Warranty Authorizations per Hyundai Material Handling Warranty Policy.

Qualifications:

• Forklift Technical experience is required.
• Strong computer skills, Microsoft Office (Excel, Power Point and Word) Reporting and report development.

Other duties:

Other duties and functions appropriate to the position as assigned by the manager from time to time.

Travel:

Travel may be required at times to assist Dealer Technicians or Hyundai Regional Aftermarket Managers on site for troubleshooting of equipment or failure analysis.

Work environment and other requirements:

The work environment is a non-smoking office environment. Some heavy lifting required. Mostly sitting with computer and phone usage. Accommodation can be made for handicapped employees. Travel only on an 'as needed' basis.