Consultative Insights Manager I-II

Job Title

Consultative Insights Manager I-II

Job Category

Job Description

Put a LIFT in Your Career!

What starts with YOU, moves the world!

Hyster-Yale Materials Handling, Inc. (HYMH), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Consultative Insights Manager I-II based out of our Americas Headquarter office in Greenville, NC

Here at Hyster Yale Materials Handling, our team members are passionate about customer service, innovation and collaboration. We are constantly striving to improve and better ourselves and our team so that we can better support our customers. We are looking for new team members with a growth and customer support mindset.

The Consultative Insights Manager I-II will utilize various sources of data and leverage their data analysis skills, problem solving, industry/application knowledge and material handling equipment knowledge to identify actionable insights that drive customer satisfaction, parts sales, equipment sales, emerging technology systems sales, dealer service performance improvements, Fleet operational performance improvements and/or quality/warranty improvements. This position will own the consultative services aspect of Fleet Management and fill the role of being a trusted advisor for the customer.

Who You Are

• A highly motivated individual, who thrives in a fast-paced environment, that will be responsible for retention and the ongoing success of meeting the customer’s expectations.
• One who proposes approaches for improving customer value in an effort to grow existing accounts.
• The successful Consultative Insights Manager will drive revenue and margin achievements in the following areas:
• Customer retention through fleet optimization and cost reduction insights.
• Dealer service performance lapses and potential causes.
• Asset replacement/expansion/rightsizing opportunities.
• Field issue early detection and investigations.
  
  

What You Will Do

• Perform regular customer reviews and provide the consultative services so desired by Major Account customers (on Fleet Management and/or Telemetry) – plan, prepare, and conduct regular customer reviews that illustrate customer expectations, current fleet situation, and opportunities for continuous improvement through cost avoidance or cost reduction recommendations.
• Define proposals to existing customers for profitable growth of units under contract.
• Scheduling, planning, and conducting fleet performance reviews with customers.
• Execute new or modified fleet contracted services to meet HYMH strategic and margin objectives.
• Identify Aftersales and service-related insights regarding dealers’ purchase and operational performance.
• Assist the Aftersales Commercial Support in understanding and communicating those insights (along with potential root causes and solutions) to the dealers.
• Aid dealers in identifying their own insights and action plans proactively.
• Provide Service Engineering teams with product reliability insights (via data and customer feedback) that enable investigations and SPOT quality improvements that can be used to improve uptime and customer satisfaction.
• Replacement and replenishment suggestions for customer assets and other continuous improvements.
• Technology or competitive trend information that may impact the customer’s direction either strategically or tactically.
  
  

Level I

What you will need:

• A Bachelor’s degree in a business-related discipline is strongly preferred.
• Five to seven years of relevant business experience.
• In the absence of a degree, a minimum of five years of relevant business experience is required.
  
  

The level I role is essential, as the individual in this position is accountable for the overall success of each assigned customer. It provides a value-added consultative service that distinguishes our company from other manufacturers. The person in this position will need to build and maintain strong relationships not only with the customer but also with the dealers managing the account, ensuring that all parties have a comprehensive understanding of the customer’s needs and expectations. This role will serve as the primary resource, delivering critical program details to both Fleet Operations and dealers to support the achievement of the customer’s objectives as well as HYMH’s financial targets. Travel may be required up to 25%.

Level II

• A Bachelor’s degree in a business-related field is strongly preferred.
• A minimum of seven years of relevant experience is required.
  
  

The level II role will leverage a variety of data sources, utilizing data analysis expertise, problem-solving abilities, industry and application knowledge, and material handling equipment proficiency to uncover actionable insights that enhance customer satisfaction, drive parts and equipment sales, support the adoption of emerging technologies, improve dealer service performance, optimize fleet operations, and/or facilitate quality and warranty enhancements. This position will lead the consultative services aspect of Fleet Management, serving as the primary advocate for the voice of the customer, ensuring that customer needs and expectations are consistently communicated across the Fleet team. The individual in this role will be accountable for managing the organization’s largest and most complex customer accounts, while also contributing to the development and growth of CIM I team members through the application of advanced skills and expertise. Travel up to 25% may be required.

Skills, Experience & Abilities

• Strong customer service, presentation, and communication skills
• Analytical/problem solving skills and root cause analysis
• Excellent and advanced level Computer skills. Advanced with proficiency in Excel and Power Point
• SQL coding and Power BI development proficiency highly preferred
  
  

Who We Are

Hyster Yale Materials Handling 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.

What We Offer

Hyster Yale Materials Handling 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

25%

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