Job description
Job Title
Fleet Service Specialist
Job Family
Job Description
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 \ Preparation
Generate 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 Management
Quotes 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 Coordination
Respond 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 Documentation
Create 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 support
Ensure 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 disputes
Respond 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:
The successful Fleet Service Specialist will have the following Key Accountabilities:
Invoice Review \ Preparation
Generate 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 Management
Quotes 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 Coordination
Respond 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 Documentation
Create 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 support
Ensure 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 disputes
Respond 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:
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High school diploma or equivalent required; 2 or 4 year degree preferred. -
1+ years of experience with Bachelor Degree, 3+ years of experience with Associate Degree and 5+ years of experience with no degree required.
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Familiarity with customers’ program and contractual requirements required.
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Prior knowledge of/experience with Dealer Service Operations required.
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Customer Service/communication skills required.
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Strong PC knowledge (Excel, Word, Access) required.
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Knowledge of Fleet Management business system functionality and processes required.
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Job ID
0703
Employment Type
Full time
Work Hours
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
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