Job Title

Service Operations Specialist

Job Category

Product Support

Job Description

What starts with YOU, moves the world!

Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Service Operations Specialist, based out of our Greenville Headquarters office.

What You Will Do:

• Manage local, regional, and corporate customer relationships to ensure high service satisfaction and consistent communication
• Oversee day‑to‑day fleet service activity for assigned customers, ensuring repairs are completed efficiently and correctly
• Review and negotiate fleet repair quotes above defined thresholds to confirm:
  • Repairs are optimal versus replacement
  • Dealers provide competitive pricing
  • Labor hours align with flat rate standards
  • Parts usage is appropriate and justified
• Lead service escalations as needed, including:
  • Escalated work‑in‑process follow‑up to minimize average days to repair
  • Decision‑making on complex service issues
  • Resolution of contact management (CM) tickets within established response metrics
• Coordinate fleet service activity to achieve key performance indicators (KPIs), including:
  • Average Days to Repair below 3 days
  • First Time Fix above 70%
  • Maximized customer uptime
• Ensure efficient service coordination to support HYMH Fleet profit margin and financial objectives
• Review and approve final customer invoices, validating that all labor, parts, and expenses are justified, properly coded, and aligned with contractual agreements
• Ensure savings commitments are achieved for customers with contractual cost‑reduction obligations
• Develop and maintain Dealer Program Guide documentation by customer, outlining service procedures and requirements
• Communicate program updates and changes to the dealer network, including service and administrative staff
• Respond to and resolve customer disputes in a timely, thorough, and professional manner
• Work directly with customers, dealers, and internal partners (including Warranty) to address billing or service concerns and provide formal written responses when required

Who You Are:

• Customer‑focused with a strong service mindset
• Confident working with dealerships, customers, and cross‑functional teams
• Detail‑oriented with strong analytical and decision‑making skills
• Comfortable navigating service escalations and complex repair scenarios
• Clear communicator who builds trust and credibility with stakeholders

What You Will Need (Education):

• Bachelor’s Degree preferred
• Experience in Dealer Service Operations and/or Customer Service
• Minimum experience requirements:
  • 2–3 years with a Bachelor’s Degree
  • 3–5 years with an Associate Degree
  • 5+ years with no degree

Skills, Experience & Abilities:

• Fleet service coordination and repair management
• Quote review and cost negotiation
• Invoice validation and financial accountability
• Customer dispute resolution and escalation management
• Dealer relationship management
• KPI tracking and performance improvement
• Strong written and verbal communication skills

Who we are:

Hyster-Yale Materials Handling, Inc., designs, engineers, manufactures, sells and services a comprehensive line of lift trucks, aftermarket parts and technology and energy solutions that are transforming the way the world moves materials from Port to Home. As a global leader in the materials handling industry, Hyster-Yale Materials Handling, Inc, has been building relationships with our customers, suppliers, dealers and employees for over 100 years. For more information about a career with Hyster-Yale, please visit hyster-yalecareers.com.

What we offer:

Hyster-Yale Materials Handling, Inc, 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).

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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