The National Service Manager will manage the Aftersales Service and Warranty Process 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. The Manager of PSS will be relied on to develop service and warranty policy and procedures to maximize the efficiency of the team. This position will regularly report service and warranty issues to HCFA management and HC Factory with recommendations for resolution. Oversees all technical support including material publications, manuals, training, and certifications. Manages all warranty administration functions and staff.
- Manages technical solutions to support dealer network regarding warranty, service, and repair of products.
- Oversees warranty processing dealer delivery reports, reviews, and approves dealer warranty claims including any follow up as necessary, address internal warranty claims promptly.
- Manages the service and warranty training curriculum and product information to align with our dealer expectations.
- Coordinates support through communications with Factory Product Engineering, Parts, Warranty, and Technical Publications departments.
- 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 the Operations Manager to ensure all necessary tools and equipment are available to technicians.
- Build a team of technicians through hiring, training, coaching, and counseling to support Service Department.
- Leads service technicians on day-to-day duties and responsibilities in support of Sales, Parts, and Operations.
- Participates in OSHA compliance; actively identifying and advocating improved safety for technicians.
- Available for after-hour calls from dealer network to assist with service-related concerns.
- *The company reserves the right to add or change duties at any time.
- Associate’s Degree, technical degree in a related field, or related experience.
- 7+ years of related technical field experience specific to forklifts
- 5+ years of service management experience specific to forklifts
- 3+ years training dealers and employees in forklift mechanics, or 5+ years in mobile industrial equipment
- Must be experienced with the interaction and expectations of the Dealer/OEM service processes and policies.
- Current Forklift certification and able to maintain.
- This position works full time in our office in Charlotte, NC. The candidate must be local or willing to relocate to the Charlotte, NC area.
- Please do not apply unless you meet the job qualifications. Automotive only experience does not apply to this position.
- Leadership skills
- Accountable and willing to take ownership of issues for resolution
- Excels in communication both written and verbal.
- Team building
- Time management
- Attention to detail
- Organized
- Critical thinking
- Problem-solving
- Computer literate: Microsoft Applications and cloud-based platforms
To apply, send an updated resume and cover letter to our HR and Office Manager, Adean Holloway.
Adean Holloway
HR Manager
Toll-Free: (888) 652-8395
Phone: (980) 332-4648
Fax: (980) 888-8336
Email: adean.holloway@hcforklift.com