Benefits:
401(k)
401(k) matching
Bonus based on performance
Company parties
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Parental leave
Training & development
Vision insurance
Job Summary
The overall goal for the Fleet Administrator is to provide exceptional services and support to National Accounts, Dealers, Customers and/or our business partners. This position’s main role will be to support the repair calls received via National Account’s Assignee, resolve issues, and communicate and obtain necessary information to dealers, customers, and business partners regularly. This position will keep up to date records on open and closed calls so that the data can be used to report as needed internally and with the business needs to our client. Also, complete data entry of equipment warranty registration and additional documentation to ensure up to date equipment records.
General Accountabilities
Responsible for dispatching service calls for repair/inquiry requests received from our National Accounts, dispatching applicable service events.
Analyzes national repair calls for high volume or high-cost trends and notifies HCFA management.
Ability to research and collect data, establish facts, and draw valid conclusions.
Take and complete phone calls and reply promptly to emails.
Plan and coordinate repair calls and update our National Account’s POC timely.
Cross-Functional and assist with the warranty service as needed and/or any downtime we may have.
Develop strong, ongoing relationships with our dealers, customers, and prospects.
Identify issues or risks and resolve these in a timely fashion.
Clearly and respectfully communicates with dealer warranty staff to clarify issues and resolve concerns.
Coordinates support through communications with Service and Fleet/Warranty Management, Parts Department, and Sales Department.
Ensure dealer submits warranty claims for the national account repairs when identified as a warranty defect to ensure proper reimbursement for Fleet Repair. Address internal warranty claims promptly.
Provides online training and instructional support to dealer staff as needed.
Manages dealer expectations by clearly communicating HCFA policies and procedures.
Projects a positive customer service experience.
*Duties assigned in addition as is required.
Job Qualifications
3+ years fleet/warranty processing experience in mobile industrial equipment, preferably forklifts.
3+ years customer service experience.
Clear written and verbal English communication skills.
Must work well within a cross functional, team environment.
Must be adaptable to change, able to multi-task, and can function well individually or in a team environment.
Ability to research and collect data, establish facts, and draw valid conclusions.
Skills
Excels in communication both written and verbal.
Attention to detail.
Organized
Reliable
Problem solving
Computer literate: Microsoft Applications and cloud-based platforms
Experience with ERP platforms. Experience with SAP and Salesforce is a plus.
Company Overview
HC Forklift America Corporation (HCFA) is a subsidiary company of Hangcha Group based in China. Hangcha is the leader in full line forklift manufacturing in China. Today, Hangcha provides forklifts throughout the world. Currently, Hangcha is establishing market share in the North American market. HCFA has set up its distribution headquarters in Charlotte, North Carolina. Hangcha employs over 4,100 employees worldwide. We are among the top 8 manufacturers in the world for material handling equipment. For the right candidate, this is a great opportunity to join a growing company with tremendous potential.