Service Operations Specialist

Hyster-Yale Group•Greenville, NC

6d•Hybrid

About The Position

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

Requirements

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
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
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

Responsibilities

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