National Accounts Project Manager

Overview

Job Title: National Accounts Project Manager

Department: Customer Care

Reports To: Director of Customer Care

Employment Type: Full-Time, Salaried Exempt

The National Accounts Project Manager is a key member of the Hangcha Customer Care Team, responsible for managing projects and providing hands-on technical support, repair expertise, and exceptional customer service to assigned national accounts. 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 onsite at customer locations, the National Accounts Project Manager ensures project execution, manages quality concerns, and acts as a liaison between national account customers and the Hangcha Customer Care Team. This role includes providing technical solutions for equipment issues, supporting internal departments such as Parts, Warranty, and PDI, and delivering training and mentorship to new hires, interns, and apprentices. The position requires frequent travel (4–5 days per week) and may include occasional after-hours phone support to meet customer needs.

• Project Management & National Account Oversight

• Plan, coordinate, and manage projects for assigned national accounts from initiation to completion.
• Develop project schedules, allocate resources, and monitor timelines across multiple customer sites.
• Track budgets, expenses, and project performance to ensure milestones and client expectations are met.
• Act as the primary liaison between national account clients and the Hangcha Customer Care Team.
• Identify project risks and implement mitigation strategies to ensure successful outcomes.

• Technical Support & Onsite Service

• 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.
• Deliver hands-on service when staffing levels require additional support.
• Maintain detailed logs, reports, and documentation for all repairs, modifications, and service activities.
• Support warranty, parts, and PDI processes by communicating field data and component feedback.

• Client & Stakeholder Communication

• Maintain professional communication with clients regarding project progress, equipment status, and service issues.
• Address client concerns promptly to ensure satisfaction and strong relationships.
• Collaborate with internal departments, including Parts, Warranty, and PDI, to ensure timely issue resolution.
• Provide occasional after-hours phone support as required by assigned national accounts.

• Team Leadership, Training & Mentorship

• Assign and supervise tasks for onsite technicians or project staff as needed.
• Provide training, guidance, and mentorship to new hires, interns, and apprentices to build technical and operational expertise.
• Support performance evaluations and development plans for team members.
• Ensure adherence to safety protocols, operational standards, and best practices.

• Continuous Improvement & Reporting

• Participate in technical training to maintain product expertise.
• Assist with product and quality investigations, including root cause analysis and corrective actions.
• Identify opportunities to improve workflow, safety, and service efficiency.
• Prepare and submit status reports, project documentation, and field observations to leadership and clients.

• Skills & Competencies

• Strong project management and organizational skills with the ability to manage multiple national accounts simultaneously.
• Hands-on technical expertise with lithium-ion batteries, electrical systems, diesel engines, and heavy industrial equipment.
• Excellent problem-solving and diagnostic abilities.
• Superior client-facing and communication skills, with a customer-first mindset.
• Ability to lead, train, and mentor technical teams and junior staff.
• Ability to travel frequently (4–5 days per week) and work in a fast-paced, dynamic environment.
• S…