What are the responsibilities and job description for the Technical Support Representative position at HC Forklift America Corp?
Job Title: Technical Service Representative
Department: Customer Care
Reports To: National Service Operations Manager
Job Type: Full-Time | Onsite | Salaried Exempt
Reports To: National Service Operations Manager
Job Type: Full-Time | Onsite | Salaried Exempt
Location: Rock Hill, SC 29730
Position Summary
The Technical Service Representative provides technical support to HC Forklift America’s dealer network and customers. This role is responsible for troubleshooting service issues, supporting warranty processes, assisting with technical questions, and working with internal departments and factory teams to help resolve product and service concerns. The Service Representative plays an important role in maintaining high service quality, customer satisfaction, and dealer support.
Key Responsibilities
- Provide technical support and troubleshooting assistance to dealer technicians and customers.
- Assist with resolving mechanical, electrical, and hydraulic service issues.
- Support dealers with product diagnostics, repair procedures, and technical questions.
- Review and assist with warranty claims to ensure accurate and timely processing.
- Communicate with Factory Product Engineering, Quality, Warranty, and Parts teams regarding technical and product concerns.
- Identify recurring service issues and communicate trends or concerns to management and factory teams.
- Serve as a liaison between the dealer network and HC Forklift America on service-related matters.
- Assist with field service support at customer and dealer locations when needed.
- Assist in the development and review of service documentation, service bulletins, and training materials.
- Participate in dealer training, regional training sessions, trade events, and key account visits as needed.
- Maintain accurate records of technical support cases, service issues, and resolutions.
- Promote and follow company safety standards, OSHA requirements, and best practices for service operations.
- Provide after-hours technical support as needed for critical dealer and customer situations.
- Incorporate learning lithium battery/charger technology.
- Perform other service-related duties and responsibilities as assigned.
Required Qualifications
- Associate’s degree or technical degree in a related field, or equivalent experience.
- 3-5 years of experience in forklift service, mobile industrial equipment, or a related technical field.
- Experience supporting dealers, technicians, customers, or service operations preferred.
- Strong diagnostic and troubleshooting skills involving mechanical, electrical, and hydraulic systems.
- Current forklift certification or ability to obtain and maintain certification.
- Understanding of OEM/dealer service operations and warranty processes.
- Strong communication, organizational, and problem-solving skills.
- Ability to manage multiple service issues and priorities effectively.
- Ability to travel as needed, including occasional overnight travel and may need to travel at last minute notice.
Preferred Qualifications
- Bachelor’s degree in engineering, business, or related field.
- Experience in the heavy industrial equipment or material handling industry.
- Experience working with factory engineering, product support, or product development teams.
- Experience with dealer technical support or field service operations.
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.