Fleet Service Specialist

Job Title

Fleet Service Specialist

Job Family

Job Description

Put a LIFT in Your Career! Hyster-Yale Group, Inc. (HYG), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Fleet Services Specialist at our facility located in Greenville, NC.

HYG 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.

As a Fleet Service Specialist , you will be responsible for all day to day service related matters such as fleet repair quotes, contact management, customer complaints/service questions, dealer complaints, and dealer program questions. You will serve as the key customer contact for day to day activity as well as be responsible for invoice reviews and invoice preparation, including proper coding of all repairs.

The successful Fleet Service Specialist will have the following Key Accountabilities:

Invoice Review \ Preparation

Generate invoices where key trends are identified and communicated to internal and customer contacts. Create accurate and timely invoices ensuring cost are justified, specifically ensuring that repairs warrant the labor and parts costs involved.

Fleet Quote Management

Quotes need to be reviewed with appreciation of the life time cost of the unit, to ensure that repair is optimal versus replacement. All costs included in the quote should be reviewed to ensure labor hours are in line with flat rates as well as ensuring proper usage of replacement parts.

Fleet Service Coordination

Respond to and resolve customer or dealer questions \ complaints in a timely and comprehensive manner. Work with dealers to understand what issues/perceptions exist and define a plan to correct the issue(s) and change the perception.

Provide Dealer Documentation

Create relevant and clear dealer program guidelines which include 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 support

Ensure accurate call center and claims processing guidelines. Offer support to call center and claims processors including after-hours call support.

Resolve all Contact Management tickets, including customer invoice disputes

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 customer which may include comments from Warranty and Dealers specific to a justification that charges are billable or disposition of service concern.

The successful Fleet Service Specialist will have the following Minimum Qualifications:

• Bachelor's Degree preferred

• 2-3 years with Bachelor Degree

• 3-5 years with Associate Degree

• 5+ years with no degree

• Customer Service/communication skills

• Strong PC knowledge (Excel, Word, Access)

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Job ID

0703

Employment Type

Full time

Work Hours

40

Travel Required

Primary Location

HYG US Greenville, NC (Headquarters)

Address

1400 Sullivan Drive

Zip Code

27834

Field-Based

No

Relocation Assistance Available

No

We 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