Head of Client Support Services

Job Title: National Service Manager

Department: Customer Care

Reports To: Director of Customer Care

Job Type: Full-Time | Onsite | Salaried Exempt

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.

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.

Working with After Care Director, actively identifying and advocating improved safety for technicians.

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

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

Experience with dealer management systems (DMS), warranty platforms, and service reporting tools

Strong problem-solving and root cause analysis experience (e.g., Willingness and ability to travel only when need be

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., Medical, Dental, and Vision insurance

Paid Time Off (PTO) and Paid Holidays

Employee Assistance Program (EAP)