What are the responsibilities and job description for the Service Lifecycle Manager position at Hyster-Yale Group?
Job Title
Service Lifecycle Manager
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 Lifecycle Manager based at our Americas Headquarters located in Greenville, NC. In this role, you will oversee the full lifecycle of service operations, ensuring seamless customer support, efficient repairs, and process improvements that enhance the customer and dealer experience.
What you will do:
- Manage Service Operations & Repair Lifecycle – Lead a team of Service Operations Specialists to ensure timely and efficient service response. Work closely with customers and dealers to resolve work orders, process estimates, and address concerns related to service repairs.
- Oversee After-Hours Support – Provide guidance for after-hours customer support, ensuring continuity in service and responsiveness.
- Monitor & Improve Dealer Performance – Track key performance indicators (KPIs) and service metrics to assess dealer performance. Conduct bi-weekly customer satisfaction reviews and collaborate with dealerships to enhance service response times and customer satisfaction.
- Manage Invoicing & Financial Compliance – Oversee invoice processing for service repairs, ensuring accuracy, adherence to program guidelines, and timely submission. Support collections efforts by managing purchase orders and tax-exempt certifications.
- Drive Process & Cost Improvements – Implement operational efficiencies through data analysis and collaboration with cross-functional teams to optimize service response times and reduce costs.
Who you are:
- A strong leader with experience managing service operations and teams.
- A customer-focused problem solver who can effectively navigate service challenges and drive resolutions.
- An analytical thinker with the ability to assess performance metrics, identify trends, and implement improvements.
- A collaborative team player who works well with internal teams, dealers, and customers to enhance service efficiency.
- A detail-oriented professional with strong organizational and project management skills.
What you will need:
- Education: Bachelor’s degree preferred (Business or related field); will consider 10 years of relevant experience in lieu of a degree.
- Experience: 5-7 years of experience in service operations, with at least 2 years in a supervisory role preferred.
Skills, Experience & Abilities
- Technical Knowledge: Experience with service management systems, such as ServiceMax & Warranty Systems. Strong Microsoft Office skills, particularly Excel and reporting tools.
- Deep understanding of service operations and repair lifecycle in an industrial or manufacturing setting.
- Customer Service & Communication: Ability to manage dealer and customer relationships with professionalism and efficiency.
- Analytical & Problem-Solving Skills: Strong ability to analyze data, assess operational trends, and drive continuous improvement.
Who we are:
Hyster-Yale Materials Handling, Inc, 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, Hyster-Yale Materials Handling, Inc, have been building relationships with our customers, suppliers, dealers, and employees for over 90 years.
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).
#LI-OP
#LI-HYBRID
Job Type
Permanent
Time Type
Full time
Work Hours
Travel Required
1-10%
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
