Job TitleFleet Service SpecialistJob CategoryProduct SupportJob DescriptionWhat starts with YOU , moves the world!Put a LIFT in Your Career! Hyster-Yale Materials Handling, Inc, (HYMH), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Fleet Service Specialist , in our Greenville, NC facility.Who you are:
An energetic, highly motivated team player who can work in a fast-paced environment and will have a positive influence on all stakeholders.
A customer focused individual who ensures customers are receiving timely service to maximize their experience.
Generate profit for HYMH through minimizing repair costs for full maintenance contract customers thereby maximizing profit margins.
Increase customer satisfaction and retention with timely decisions on repair quotes and quick repair times.
What you will do:
The Fleet Service Specialist is responsible for effectively managing local, regional, and corporate customer relationships, while overseeing the day-to-day service activity for units that HYMH Fleet Management is contractually responsible for.
Effective management includes, but is not limited to, reviewing, and negotiating fleet repair quotes with dealers, escalated work-in-process follow-up to ensure minimum average days to repair, decisions on service escalations as needed, responses to contact management tickets, answering customer issues or service questions, keeping open lines of communications with dealers, and the development of dealer program guides.
The incumbent will approve the final customer invoices to ensure all repair expenses claimed are justified given the repair needed and proper coding is captured in the service platform for all of the repairs to support the reporting and consultative efforts in place with customers.
Develop and provide Dealer Program Guide Documentation by customer outlining all instructions needed to service customers within the program requirements set by the customer. Communicate all program changes to dealer body to instruct both service and backend staff members on how to meet customer requirements.
Provide Call Center and Claims Processing documentation, mentoring, and support. Responsible for after hours call support as scheduled.
Respond to and resolve customer disputes in a timely and comprehensive manner. Work with customers directly to work through billing/service-related issues. Provide a formal response to customers which may include comments from Warranty and Dealers specific to a justification that charges are billable or disposition of service concern.
Invoice Review / Approval - Create accurate and timely invoices
What you will need:
Bachelor’s Degree preferred
Work experience in Dealer Service Operations and/or Customer Service
2-3 years with Bachelor’s degree
3-5 years with Associate degree
5+ years with no degree
Skills, Experience & Abilities:
Strong communication and presentation skills
Excellent written and oral communication skills
Create an excellent customer experience
Efficient service coordination to ensure HYMH Fleet meets profit margin and financial goals.
Who we are:HYMH designs, engineers, manufactures, sells and services a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. We are one of the global leaders in the Material Handling industry and have been building relationships and partnering with our customers, suppliers, dealers and employees for over 90 years.What we offer:Hyster-Yale Materials Handling, INC offers competitive pay, tuition reimbursement, supportive work environment, hybrid and remote work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).#LI-TE1#LI-HYBRIDJob TypePermanentTime TypeFull timeWork Hours40Travel RequiredNoPrimary LocationHY US Greenville, NC (Headquarters)Address1400 Sullivan DriveZip Code27834Field-BasedNoRelocation Assistance AvailableNoWe are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.EOE/Minorities/Females/Veterans/Disabled
