What are the responsibilities and job description for the Director of Customer Support position at HC Forklift America Corp?
Job Title: Director of Customer Support
Department: Customer Care
Reports To: VP of Operations
Job Type: Full-Time | Onsite | Salaried Exempt
Reports To: VP of Operations
Job Type: Full-Time | Onsite | Salaried Exempt
Location: Rock Hill, SC 29730
Position Summary
The Customer Support Director is the executive responsible for designing and executing customer care strategies to drive satisfaction, loyalty, and operational efficiency. The Customer Care team is comprised of professionals that support our customers and dealers with Technical Support, Warranty Administration, Fleet Administration, National Account Support, and Technical Training. The Customer Care Director is also the executive sponsor for development and implementation of systems and processes that directly support customer and dealer support.
Key Responsibilities
- Maintain and develop customer service team to support customer expectations.
- Support National Service Manager in hiring Service Representatives and providing needed training.
- Support National Service Manager obtaining resources such as tools and testers.
- Work with Parts General Manager to provide take-off parts when required.
- Provide oversight of returned equipment and needed repairs.
- Leads escalations for dealer network regarding warranty, service, and repair of products.
- Works with National Service Manager and factory liaison to get appropriate resources to solve technical issues.
- Reviews dealer support issues and cases
- Works with other Hangcha businesses leaders to leverage product expertise or to provide enhanced focus or approvals.
- Reviews and provide final approval for all warranty claims
- Review and approve/reject labor and parts for each claim
- Provide determination of Hangcha policy to disputed claims
- Directs RMA and inspection for defective parts
- Works with Engineering and Quality for factory analysis over failure trends and engineering defects.
- Provides reporting and KPI’s for warranty trends
- Creates and Maintains Hangcha Warranty Policies and certificates
- Work with HCFA President to define policy goals
- Integrate policies into Salesforce master data
- Publish warranty policy updates to HCFA and dealer stakeholders
- Provide oversight and support for National Account Fleet Management
- Work with GM of National Accounts to provide enhanced support for National Accounts.
- Review of contracts and statement of work for National Account Fleet Management.
- Implement & Manage Fleet Management programs
- Review Fleet Management Invoices and approve vendor invoices.
- Participate in National Account Customer Calls.
- Provide oversight and support for Technical Training
- Oversight of technical content and schedules
- Oversight of dealer communications and programs
- Work with leadership to provide tooling and resources.
- Provide training opportunities with Hangcha companies and divisions.
- Leads Salesforce data strategy and execution
- Dealer Onboarding and Set up
- Unit Profiles & Registrations
- Warranty Terms & Extended Warranties
- Geographic and Regions
- Dealer Labor Rate Management
- Warranty Claim Processes
- System reporting and KPI output
- Develop and implement Knowledge Base & AI Support Bot
Required Qualifications
- Bachelor’s degree in Business Administration, Engineering, Operations Management, or a related field
- 8–12 years of progressive experience in customer care, technical support, service operations, or warranty management
- 5 years of leadership experience managing multi-functional teams (e.g., technical support, warranty, training, or field service)
- Proven experience leading customer service strategy and driving improvements in customer satisfaction, retention, and operational efficiency
- Strong background in warranty administration, claims adjudication, and policy development
- Experience working with dealer or distributor networks, including escalation management and partner support
- Demonstrated success managing cross-functional initiatives with Engineering, Quality, Sales, and Operations teams
- Hands-on experience with CRM systems (preferably Salesforce), including data strategy, reporting, and process optimization
- Strong analytical skills with experience developing KPIs, dashboards, and performance metrics
- Excellent communication and executive-level presentation skills, with the ability to influence stakeholders across all levels
- Experience managing budgets, vendor relationships, and service-related contracts
- Ability to travel as needed to support dealers, customers, and internal operations
Preferred Qualifications
- Experience in material handling equipment, heavy equipment, automotive, or industrial manufacturing industries
- Deep knowledge of warranty systems, RMA processes, and failure analysis workflows
- Hands-on technical experience with SAP S/4 HANA ERP system, Salesforce CRM system, OMS, WMS
- Experience implementing or managing AI-driven support tools, knowledge bases, or customer self-service platforms
- Familiarity with fleet management programs and national account support structures
- Lean, Six Sigma, or other process improvement certification
- Experience leading technical training programs or service education initiatives
- Strong understanding of parts and service operations, including inventory coordination and field support tooling
- Experience working with global teams or international manufacturers
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.