Field Service Technician

Job Title: Field Service Technician Department: Customer Care Reports To: National Service Manager Job Type: Full-Time | Remote | Salaried Exempt Location: Chicago, IL **Please note that this is an on-site position at our facility in Chicago, IL and will be traveling to customer locations within a 3-4 hour radius when needed including some occasional overnight travel and fly to customers on short notice, a company van will be provided for this position.

This will be a remote position until company opens a branch location in the Chicago, IL area** Position Summary The Field Service Technician is a key member of the Hangcha Customer Care Team, responsible for providing technical support, dealer support, and aftermarket service expertise throughout an assigned territory.

This field-based role serves as the primary technical liaison between Hangcha Forklift America and its authorized dealer network, traveling within an approximate 3–4-hour radius of Chicago, Illinois. This position combines advanced technical knowledge with strong communication and relationship-building skills to support dealer service departments, increase potential parts sales opportunities, and enhance overall customer satisfaction.

The Field Service Technician conducts routine dealer visits, provides hands-on technical assistance, delivers product and repair guidance, assists with troubleshooting both onsite and by phone, and works closely with the Parts, Warranty, Sales, and Customer Care teams to improve dealer performance and equipment uptime.

Key Responsibilities

Travel regularly throughout an assigned territory (approximately a 3–4-hour driving radius from Chicago, Illinois) to support authorized Hangcha dealers. Build and maintain strong working relationships with dealer service managers, technicians, parts personnel, and ownership. Provide advanced technical diagnostics and hands-on support for Hangcha forklifts, including electric, lithium-ion, LP, gas, and diesel equipment.

Assist dealer technicians with troubleshooting, repairs, and complex equipment issues both onsite and through remote technical phone support. Serve as the primary technical liaison between dealers and Hangcha's internal departments. Conduct routine dealer visits to evaluate service capabilities, identify improvement opportunities, and ensure dealers are properly equipped to support Hangcha products.

Promote aftermarket parts by recommending dealer stocking levels and identifying fast-moving and critical replacement parts. Develop and provide recommended parts stocking lists to improve equipment uptime and dealer service efficiency. Work closely with the Parts Department to communicate inventory needs, field trends, and opportunities for increased parts sales.

Assist with product quality investigations by documenting field concerns, collecting technical information, and communicating findings to internal teams. Support warranty claim investigations by providing accurate technical documentation and repair recommendations. Deliver product training and technical guidance to dealer technicians as needed.

Maintain detailed service reports, dealer visit documentation, and technical records using company reporting systems. Stay current on Hangcha product updates, service procedures, and new technologies through ongoing technical training. Ensure compliance with OSHA regulations and Hangcha safety standards during all service activities.

Represent Hangcha Forklift America professionally while providing exceptional customer service and technical expertise. Required Qualifications Associate degree or technical certification in diesel technology, industrial equipment, automotive technology, or a related field; or equivalent hands-on experience. Minimum of five 5-8 years of experience servicing forklifts and material handling equipment Previous experience supporting a dealer network or distributor organization.

Knowledge of aftermarket parts sales and parts inventory management principles. Strong diagnostic abilities involving electrical, hydraulic, mechanical, and electronic systems. Experience troubleshooting lithium-ion battery systems, electric forklifts, chargers, and control systems. Ability to read and interpret electrical schematics, hydraulic diagrams, and technical service manuals.

Excellent verbal and written communication skills with the ability to build strong dealer relationships. Strong organizational skills with the ability to manage multiple dealer accounts and prioritize travel effectively. Proficiency with Microsoft Office and cloud-based reporting platforms. Valid driver's license with a clean driving record.

Ability to travel daily within the assigned territory, with occasional overnight travel as business needs require. Must be able to fly to customer with short notice as needed. Ability to safely lift up to 50 pounds and work in warehouse, shop, and outdoor environments.

Preferred Qualifications

Experience providing technical training to service technicians. Experience with warranty administration and product quality reporting. Forklift certification or the ability to obtain certification upon hire. Familiarity with CRM or field service management software.

Compensation

& Benefits Salary Range: (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.