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Job Description
Job Id:
213
# of Openings:
0
Job Title: Key Accounts Service Technician
Department: Customer Care
Reports To: Director of Customer Care
Job Type: Full-Time | Onsite (National Account) | Salaried Exempt
Reports To: Director of Customer Care
Job Type: Full-Time | Onsite (National Account) | Salaried Exempt
Position Summary
The Key Accounts Service Technician is a key member of the Hangcha Customer Care Team, responsible for delivering expert-level diagnostics, repair, and maintenance support for heavy-duty forklifts trucks and large industrial equipment. This role requires advanced knowledge of diesel engines, electrical systems, hydraulics, and aftertreatment systems used in modern heavy-duty vehicles.
Working onsite at customer locations, the technician provides hands-on technical solutions, ensures equipment uptime, and delivers exceptional customer service. This position serves as a liaison between the National Account Customer and the Hangcha Customer Care Team, supporting internal departments such as Parts, Warranty, and PDI to ensure efficient communication, accurate reporting, and timely issue resolution. Occasional after-hours support is required to meet customer operational needs.
Key Responsibilities
- Perform advanced diagnostics, inspections, maintenance, and repairs on heavy-duty forklift trucks and large industrial equipment.
- Troubleshoot and repair diesel engines, transmissions, braking systems, and aftertreatment systems (e.g., DPF, SCR).
- Diagnose and repair electrical and electronic systems, including CAN bus networks, sensors, and control modules.
- Inspect, maintain, and repair hydraulic and pneumatic systems.
- Provide technical expertise and support on all equipment types — LP, Gas, Diesel, and Electrical/Lithium-Ion systems.
- Utilize diagnostic software and tools to identify faults and ensure proper system performance.
- Maintain accurate service records, logs, and detailed documentation of all repairs and maintenance activities.
- Collaborate with Senior Service Representatives, management, and cross-functional teams to communicate technical issues and solutions.
- Assist in root cause analysis, quality investigations, and implementation of corrective actions.
- Support warranty claims and parts processes through detailed reporting and field feedback.
- Ensure compliance with OSHA regulations and company safety standards, promoting a strong safety culture.
- Participate in ongoing technical training to stay current with evolving heavy-duty vehicle technologies.
- Provide after-hours technical support as required by assigned accounts.
- Perform other duties as assigned by management.
Required Qualifications
- Associate degree or technical certification in a related field, or equivalent hands-on experience.
- 5+ years of experience servicing heavy-duty trucks, diesel engines, material handling or large mobile equipment.
- Strong expertise in diesel engine diagnostics, emissions systems (DPF, SCR, DEF), and electrical systems.
- Experience with hydraulic, pneumatic, and mechanical systems.
- Proficiency in using OEM diagnostic software and scan tools.
- Ability to read and interpret electrical schematics, wiring diagrams, and service manuals.
- Valid driver’s license with a clean driving record.
- Strong professionalism and customer-facing communication skills.
- Experience limited to light automotive repair is not sufficient for this role.
Core Competencies
- Advanced diagnostic and repair skills for diesel, electrical, and hydraulic systems.
- Strong understanding of heavy-duty truck systems, including powertrain and emissions controls.
- Commitment to safety and regulatory compliance.
- Excellent verbal and written communication skills.
- Strong organizational skills with high attention to detail.
- Effective problem-solving and critical thinking abilities.
- Ability to manage multiple priorities and work independently in the field.
- Customer-focused mindset with a collaborative, team-oriented approach.
- Proficiency with Microsoft Office and digital service reporting tools.
Compensation & Benefits
- Salary Range: $70,000-$95,000 (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.
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