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Product Support Representative - Heavy Trucks Direct Hire

KION North America Corporation

Position Details & Responsibilities

KION North America Corporation

KION North America Corporation is a member of the KION GROUP AG, the world`s second largest manufacturer of industrial trucks. Our brand companies, Linde, STILL, Baoli and Egemin, serve the U.S., Canadian and Mexican markets with a comprehensive and complementary product portfolio. Headquartered in Summerville, S.C., the production plant has an annual capacity of more than 10,000 trucks. Our products are known for their innovative technologies, low energy and low operating costs.


Provides telephone, email and in-person technical support for the KION North America
“heavy truck” (Class V – 8.0 ton and up) product range.  Coordinates product support responses from dealers and factory personnel.  Regular overnight travel to all areas of North America will be required to resolve technical issues, install certain types of equipment, and conduct training.

 Essential Duties and Responsibilities:

  • Supports sales group efforts as it relates to new heavy truck sales by conducting service/maintenance introductions and occasional customer visits to assure customer satisfaction with the Kion brands.
  • Provide technical support accurately and clearly, in person, via telephone and electronic means, in a timely and efficient manner with urgency, courtesy and professionalism
  • Assist with the commissing of new equipment into service to insure that equipment operates according to specifications. Assist with operator training and familiarization with basic maintenance concepts.
  • Perform diagnostic tests via remote access and directly in the field, analyze data and direct repair steps remotely and on customer site
  • Accurately document and record support requests and directions given in designated electronic format
  • Coordinate local and regional resources (parts, service, warranty, engineering) to support product demonstrations, installations, technical training and product support escalation
  • Provide technical support to internal groups, e.g. Warranty, Technical Publications, Sales, etc.
  • Collaborate in the development, facilitation and presentation of technical training courses, newsletters, bulletins, etc.
  • Manage territory, personal time and travel expenses.


  • Expertise in KION IC-CB product line, with particular focus on hydrostatic, canbus, Tier 4i and higher diesel technologies
  • Ability to read and fully interpret parts and service manuals, technical schematics, including but not limited to electrical, mechanical and hydraulic.
  • Knowledge of electrical, mechanical, engine, transmissions, hydraulics and product design principles.
  • Ability to understand company service guides and tools, e.g. Linde Service Guide (LSG)
  • Excellent customer service and communication skills (oral and written, telephone/email/in-person)
  • Excellent technical capabilities and high mechanical aptitude
  • Must have a understanding of problem definition and root cause analysis along with strong communication and negotiation skills.
  • Ability to effectively communicate technical information via telephone, email and internet tools
  • Demonstrated use of email, word processor and spreadsheets
  • Experience using an ERP system (SAP preferred)
  • Valid driver’s license
  • Ability to travel internationally (valid passport)
  • Heavy forklift truck experience preferred
  • Bi-lingual Spanish a plus


  • High school diploma or equivalent (Associate’s degree preferred)
  • Minimum of 5 years hands-on experience with forklifts, and/or heavy equipment

Supervisor Responsibilities:

  • None


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