Material Handling Service Support Specialist

WMH • Concord, NC

2d

About The Position

As a Service Product Support Specialist, your a detail-driven, customer-focused professional delivering expert technical support and service solutions for our forklift products. Your role is pivotal in ensuring customers receive top-tier service, helping them maintain, troubleshoot, and optimize their material handling equipment for peak performance. The ideal candidate is a technically skilled problem-solver with expertise in forklift systems, a passion for customer service, & a commitment to delivering exceptional solutions that keep industries moving.🔧✨

Your Mission?
To deliver unmatched excellence in both our products and services, ensuring our customers receive top-tier support and solutions. As a key player in our team, you’ll help maintain, optimize, and enhance material handling equipment, keeping industries moving efficiently. This role requires close collaboration with customers, service technicians, and internal teams to proactively diagnose, troubleshoot, and resolve service-related issues—all while upholding WMH’s high standards of performance and reliability.

Requirements

• Education – High School Diploma or GED required.
• Experience: 3-5 years in technical support or service within the material handling or forklift industry. (heavy equipment, agriculture, or automotive parts is a plus.)
• Technical Expertise: Deep understanding of forklift systems (electrical, hydraulic, and mechanical), with strong diagnostic and troubleshooting skills.
• Customer Focus: Proven ability to deliver outstanding service, build relationships, and communicate effectively with customers and internal teams with confidence and professionalism.
• Problem-Solving Mindset: Strong critical thinking and analytical skills to assess issues, adapt to challenges, and implement effective solutions.
• Organizational Skills: Ability to manage multiple service tasks, prioritize effectively, and maintain efficiency under pressure.
• Team Collaboration: Works well with technicians, parts specialists, sales teams, and vendors to ensure seamless operations.
• Tech-Savvy: Proficient in service management software, CRM systems, diagnostic tools, and Microsoft Office Suite.
• Work Ethic & Drive: Self-motivated, results-oriented, and fueled by passion for excellence.
• Attention to Detail – Precision is your superpower, ensuring accuracy and efficiency in every task.
• Strong Communication – Exceptional verbal and written skills to build relationships and drive results.
• Leadership & Coaching – The ability to guide, mentor, and elevate those around you.

Responsibilities

• Deliver exceptional customer service to both internal and external clients with professionalism and efficiency.
• Act as the go-to expert for service-related inquiries, providing technical guidance to customers, service technicians, and internal teams.
• Schedule & dispatch service technicians, optimizing workload management for timely and effective service delivery.
• Monitor & manage work in progress (WIP) to ensure service tasks stay on track and meet quality standards.
• Initiate, oversee, & close work orders with precision, maintaining accurate records and ensuring smooth operations.
• Continuously improve service efficiency, productivity, and quality, driving results within the Service Department.
• Maintain detailed service documentation, including work orders, reports, and customer communications, ensuring compliance with policies.
• Support rental equipment contracts, shipping, and receiving coordination to streamline external and internal processes.
• Manage data entry, warranty claims, & fleet processing, ensuring timely and accurate resolution.
• Prepare & contribute to monthly departmental reports, fueling data-driven decisions.
• Strengthen relationships with vendors & manufacturers, ensuring seamless communication and support.
• Support internal teams by fostering a collaborative and productive work environment.
• Stay ahead by developing in-depth expertise in forklift products, technology, and industry best practices.
• Identify opportunities to enhance service processes, customer support, and product performance, driving company success.

Benefits

• Premium Health Coverage – We take care of you with top-tier medical, dental, and vision insurance.
• Exclusive Training & Career Growth – Gain cutting-edge technical skills through our in-house training programs.
• Competitive Pay + Performance Opportunities – Earn a strong compensation package with potential for incentives & bonuses determined by role, performance, & business demand. Your efforts are not just appreciated but tangibly rewarded!
• Paid Time Off & Holidays – Recharge and spend time with loved ones with generous PTO & paid holidays.
• Cell Phone Allowance – Stay connected with a monthly phone allowance for business needs.
• Retirement & Profit Sharing – Secure your future with a 401(k) plan & profit-sharing benefits.
• Work-Life Balance – We understand that flexibility matters and offer schedules that help you thrive.
• Collaborative & Inclusive Team – Work with driven, like-minded professionals in an innovative, people-first environment.
• Ongoing Professional Development – We invest in your success with mentorship, leadership programs, and skill-building opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED