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Retail Service Specialist
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Fleet Service Specialist - Greenville, United States - Hyster-Yale Materials Handling
Description
Job TitleFleet Service SpecialistJob FamilyJob DescriptionPut 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 / PreparationGenerate 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 ManagementQuotes 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 CoordinationRespond 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 DocumentationCreate 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 supportEnsure 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 disputesRespond 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 preferred2-3 years with Bachelor Degree3-5 years with Associate Degree5+ years with no degreeCustomer Service/communication skillsStrong PC knowledge (Excel, Word, Access)Job ID0703Employment TypeFull timeWork Hours40Travel RequiredPrimary LocationHYG 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
