Key Account Service Technician

Job Title: Key Account Service Technician Department: Customer Care Reports To: National Operations Service Manager/National Accounts Project Manager Job Type: Full-Time | Onsite | Salaried Exempt Location: Austin, TX 78725 Job Summary The Key Account Service Technician is a key member of the Hangcha Customer Care Team, responsible for providing hands-on technical support, repair expertise, and exceptional customer service to an assigned national account.

This position requires strong knowledge in electrical systems, lithium-ion battery technology, and general forklift operation, along with experience diagnosing and repairing battery-powered, diesel, and other heavy industrial equipment. Working at the customer location, the Key Account Service Technician provides technical solutions for equipment issues, manages quality concerns, and acts as a liaison between the National Account Customer and the Hangcha Customer Care Team.

The Key Account Service Technician also supports internal departments such as Parts, Warranty, and PDI, ensuring seamless communication, accurate reporting, and timely issue resolution. This role includes occasional after-hours phone support to meet customer needs.

Key Responsibilities

Perform advanced diagnostics, inspections, and repairs on Hangcha forklifts, with a focus on battery-operated and lithium-ion equipment. Troubleshoot and repair diesel and heavy-equipment components as required. Provide technical expertise and support on all Hangcha equipment types — LP, Gas, Diesel, and Electrical/Lithium-Ion systems.

Maintain detailed logs, reports, and documentation for all repairs, modifications, and service activities. Collaborate with Senior Service Representatives, HCFA Management, and cross-functional departments to ensure timely and accurate communication of issues and resolutions. Assist with product and quality investigations, including identifying root causes and recommending corrective actions.

Support warranty and parts processes by communicating field data and component feedback. Ensure compliance with all OSHA and company safety standards, identifying opportunities for improved technician safety practices. Participate in assigned technical training sessions to maintain product expertise. Provide after-hours phone support as required by the assigned national account.

Perform other related duties as assigned by management. Job Qualifications Associate degree or technical certification in a related field, or equivalent hands-on experience. 5+ years of technical field experience with forklifts or mobile industrial equipment. Strong proficiency in electrical diagnostics, particularly with lithium-ion batteries, chargers, and control systems.

Experience with diesel engines, hydraulics, and mechanical systems preferred. Ability to read and interpret electrical schematics and mechanical diagrams. Must hold a current forklift certification or be able to obtain one upon hire. Valid driver’s license with a clean driving record. Must represent HCFA professionally and demonstrate strong interpersonal communication skills.

Automotive-only experience does not qualify for this position. Skills & Competencies Expertise in diagnosing and repairing electrical, hydraulic, and mechanical systems. Strong knowledge of battery and charger technology, including lithium-ion systems. Ability to work safely and adhere to company and regulatory standards.

Excellent verbal and written communication skills. High attention to detail with strong organization and documentation habits. Strong critical thinking, problem-solving, and decision-making skills. Proven ability to prioritize multiple tasks and manage time effectively. Collaborative, team-oriented mindset with a strong customer service focus.

Proficient in Microsoft Office and cloud-based platforms for reporting and documentation.

Compensation

& Benefits Competitive salary based on experience and qualifications. Full benefits package including medical, dental, vision, and 401(k). Paid time off and company holidays. Ongoing training and professional development opportunities. Career growth within a global organization. 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.