Fleet Service Manager at Hyster-Yale

Job Title

Fleet Service Manager

Job Category

Product Support

Job Description

What starts with YOU, moves the world!

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 Manager” based out of our Americas Headquarter office in Greenville, NC.

As a Fleet Service Manager in GreenvilleNC, you will have the responsibility to effectively supervise Fleet Service specialists to respond to service matters, process service quotes, and generate timely and accurate invoices. Service matters could include working with Internal Service/Warranty concerning product quality complaints, working with customers and dealers to address customer complaints and assisting dealers with program questions.

This individual will ensure all invoices are reviewed, approved, and sent to the customer. This individual should manage quote backlogs to ensure that all quotes are processed in a quality and timeline manner.

The Fleet Service Manager Will Provide the Following Key Accountabilities:

• Management 
  • Manage and support the service specialist and claims processing teams reporting to this position
  • Ensure accurate and comprehensive claims processing
  • Timely resolution of all issues and problems, with appropriate documentation and follow up
  • Frequent team meetings and on-time completion of PMPs and reviews
  • Manage successful resolution of service issues with customer and dealers
  • Customer Satisfaction Scores > 3.5 (Out of 4), Prepare for and facilitated biweekly Customer Satisfaction reviews with Management staff
  • Manage generation of invoices, including resolution of billing disputes

• Offer support to Fleet Call Center 
  • Ensure accurate call center instructions are maintained by service specialist
  • Report failures to call center management team and suggest corrective action
  • Support and assist in implementing process/cost improvements within Fleet Operations
  • More efficient department that achieves target for "Direct cost as a percentage of cost of goods sold."
  • Manage after hours call support
  • All exempt operations employees should be leveraged to support after hours service requests
  • Create schedule and monitor quality and consistency of support

The Successful Fleet Service Manager Must Meet the Following Minimum Qualifications:

• BS Degree required, preference for Business related discipline
• Minimum 5 years industry experience; 2 years experience in a supervisory role preferred
• System Knowledge - WennSoft & Warranty Systems
• Excellent Computer skills
• Customer service/communication skills
• Analytical/problem solving skills

Who we are:

HYMH designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, HYMH have been building relationships with our customers, suppliers, dealers, and employees for over 90 years.

What we offer:

Hyster-Yale offers competitive pay, tuition reimbursement, supportive work environment, hybrid 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

#HYBRID

Job Type

Permanent

Time Type

Full time40

Travel Required

No

Primary Location

HY 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