Field Service Technician

Location: On-site, Atlanta, Georgia

FLSA: Non-exempt, overtime eligible

Department: Service

Employment: Full-time

Headcount: 3

ABOUT HELI AMERICA

HELI America, Inc. supports the growth of the HELI brand across the Americas. We work with dealers, customers, and global colleagues to deliver material handling equipment and support for warehousing, manufacturing, distribution, logistics, rental, and other industrial applications.

ABOUT THE ROLE

HELI America is seeking Regional Field Service Techs to strengthen technical support for dealers and key accounts. You will diagnose equipment issues, support field repairs, train service personnel, and coordinate complex cases with headquarters. The role combines hands-on technical work with customer communication and consistent case documentation across an assigned region.

ESSENTIAL FUNCTIONS

• Provide remote and on-site troubleshooting for material handling equipment, including mechanical, hydraulic, electrical, and control-system issues within your qualifications.

• Review symptoms, diagnostic data, service history, and operating conditions to develop safe troubleshooting plans.

• Support dealers and customer technicians with repair guidance, technical documentation, and escalation coordination.

• Perform or assist with inspections, repairs, adjustments, and functional checks using approved methods.

• Deliver practical technical training on equipment operation, maintenance, diagnosis, and repair.

• Maintain service reports, photographs, diagnostic findings, parts needs, and follow-up actions in company systems.

• Escalate safety concerns and recurring quality issues; support root-cause investigations and corrective-action verification.

• Coordinate with service, parts, sales, and headquarters to support timely resolution without making unauthorized warranty or commercial commitments.

• Plan regional visits and communicate case status, scheduling, and next steps to stakeholders.

REQUIRED QUALIFICATIONS

• Relevant field service or technical support experience with forklifts, industrial vehicles, or comparable equipment.

• Ability to interpret service manuals, wiring diagrams, and diagnostic information.

• Practical mechanical, hydraulic, and electrical troubleshooting skills relevant to assigned products.

• Ability to communicate professionally with dealers and customers and write useful service reports.

• Ability to travel within an assigned region and meet applicable driving requirements when driving is essential.

• Commitment to safe isolation, approved repair procedures, and appropriate handling of energized systems.

• Professional English required.

• Technical diploma, apprenticeship, or equivalent hands-on training.

• Experience with electric forklifts, lithium battery systems, controllers, or dealer technician training.

• Experience managing complex technical cases through remote and field support.

WHAT SUCCESS LOOKS LIKE

• Timely response, accurate diagnosis, and complete technical case records.

• Effective technical training and dealer support.

• Sustained resolution of escalated issues with appropriate safety practices.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

Field and workshop work involving equipment access, standing, bending, kneeling, tools, and material handling. Tasks requiring assistance or lifting aids must use appropriate support. Regional travel is integral to the role. Essential functions may be performed with or without reasonable accommodation.

BENEFITS

Eligible employees may participate in medical, dental, and vision benefits; a 401(k) plan with company matching; short-term disability and company-paid life insurance; paid time off and paid holidays; and other programs under applicable company plans and policies. Eligibility, coverage, and plan terms govern all benefits.

EQUAL OPPORTUNITY AND JOB DESCRIPTION NOTICE

HELI America, Inc. is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to characteristics protected by applicable law. Reasonable accommodations are available for qualified applicants and employees in accordance with applicable law. Essential functions may be performed with or without reasonable accommodation. This description outlines the general nature and scope of the role and is not an exhaustive list of duties; responsibilities may change with business needs.