Job Title

Emerging Technology Support Supervisor

Job Family

Job Description

Put 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 Emerging Technology Support Supervisor based at our Greenville, NC location.

This position is designed to supervise and enrich the frontline agents who service dealers, internal and customers users of our Emerging Technology solutions. This leader will be charged with helping customer realize their value (ROI), while providing best in class 24\7 support globally across all emerging technology solutions.

This individual will require in-depth knowledge of our solution platform and commercial processes in order to provide timely support. This position will cultivate customer satisfaction levels along with our dealers and other HYG functional areas and have direct influence on repeat business. This person will drive for positive metrics around time to respond and time to resolve, along with customer satisfaction metrics.

What you will do:

Customer Coordinator Supervision

• Provide direct oversight to performance and throughput of ET support functions. Responsible for KPIs driving successful solutioning of existing ET business units.

Customer Service and Support

• Provide support to dealers and customers specific to Telematics & Motive Power.

• Ensuring all service and support requests are entered into the contact management system.

• Meet service goals for all tickets.

Process Optimization

• Support process development for expansion and optimization of support functions.

Employee Maturation

• Facilitate employee growth through one-on-one opportunities with staff, participation in training necessary to ensure employee performance. Effectively recruit to achieve high performance.

What you will need:

• BS degree

• 3-5 years of experience

Skills, Experience & Abilities

• Direct customer service (phone and email)

• Excellent communication skills

• Understanding of Emerging Technology

Who we are:

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.

What we offer:

Hyster-Yale Group 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).

#OP

#ONSITE

Job ID

JC938

Employment Type

Full time

Work Hours

40

Travel Required

Primary Location

HYG 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