Material Handling Service Support Specialist

Material Handling Service Support Specialist

Department: Service

Employment Type: Full Time

Location: CHATTANOOGA, TN

Reporting To: Alex Bush

Take Your Career to New Heights as a Service Product Support Specialist.

As a Service Product Support Specialist, you are a detail‑driven, customer‑focused professional delivering expert technical support and service solutions for 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 technically skilled, a problem‑solver, and committed to delivering exceptional solutions that keep industries moving.

Your mission is to deliver unmatched excellence in both our products and services, ensuring customers receive top‑tier support and solutions. You will help maintain, optimize, and enhance material handling equipment, collaborating with customers, service technicians, and internal teams to diagnose, troubleshoot, and resolve service‑related issues while upholding WMH’s high standards of performance and reliability.

• Customer & Technical Support: Deliver exceptional customer service to internal and external clients with professionalism and efficiency.
• Go‑to expert: Act as the go‑to expert for service‑related inquiries, providing technical guidance to customers, service technicians, and internal teams.
• Service Coordination & Efficiency: Schedule and dispatch service technicians, optimizing workload management for timely and effective service delivery.
• Monitor & WIP: Monitor and manage work in progress (WIP) to ensure service tasks stay on track and meet quality standards.
• Work Orders: Initiate, oversee, and close work orders with precision, maintaining accurate records and ensuring smooth operations.
• Continuous Improvement: 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.
• Manage data entry, warranty claims, and fleet processing, ensuring timely and accurate resolution.
• Prepare and contribute to monthly departmental reports, fueling data‑driven decisions.

• Strengthen relationships with vendors and manufacturers, ensuring seamless communication and support.
• Support internal teams by fostering a collaborative and productive work environment.

• Develop 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.

This role is active and may require standing, walking, bending, kneeling, stooping, crouching, and lifting items weighing over 50 lbs. Vision standards include close, distant, color, peripheral, depth perception, and adjustability of focus.

• 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 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.
• Problem-Solving Mindset: Strong critical thinking and analytical skills to assess issues 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…