What are the responsibilities and job description for the Service Operations Specialist position at Hyster-Yale Materials Handling?
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
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).
Job Type
Permanent
Time Type
Full time
Work Hours
40
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
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
- 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
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).
Job Type
Permanent
Time Type
Full time
Work Hours
40
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