IT Help Desk - Customer Service Specialist III

Hyster-Yale Group - Greenville, NC (30+ days ago)3.9

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 Customer Service Specialist III at our facility located in Greenville, NC. 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 80 years.
HYG is looking for an energetic Customer Service Specialist III who will have a positive influence on the Global IT Team. As a Customer Service Specialist III, you will Satisfy IT customer service requests. This role supports the continuance of the IT infrastructure and delivery of end user support services. Emphasis on customer interaction and delivery of reliable, secure and cost effective services such as helpdesk, desktop support, access administration, use of common productivity tools, diagnosis and resolution of equipment problems, hardware configurations, operating systems, communication protocols, networking. Customers can be both internal employees and external with IT suppliers as well as supporting Hyster - Yale customers. Timely, accurate, professional and customer friendly resolution to reported service requests and incidents is essential.

The successful candidate will have the following Key Accountabilities:

Tracking / reporting

Ensures all problems and associated resolutions get appropriately documented through HYG’s issue resolution software, Oracle’s Rightnow (Contact Management).
Builds knowledgebase by adding new content, updating existing content, focusing on frequent or repeating questions and problems that allow customers to self-solve issues
Reporting is accurate and presents a realistic picture of work activities
Trends recognized and addressed appropriately

Service Delivery

Deliver assigned service with focus on performance standards, compliance standards, and quality standards
Prioritize appropriately
Address requests and incidents in a prioritized, timely, professional, documented and courteous manner
Acts as an escalation point, performing root cause analysis and problem resolution on difficult issues and further escalating as needed or appropriate
Participates on or leads projects, delivering on time and on budget

Diagnosis and problem resolution

Diagnoses problems (software, hardware, communication, cellular device, or user knowledge situation) and provides customer with resolution
Acts as subject matter expert and go-to person for others within the job family and addressing internal and external issues/requests/problems
Determine root cause and path to resolution
Able to analyze and resolve difficult and obscure problems that may require additional research, consulting with other technical sources or escalating and dispatching to responsible internal/external application department

Service Excellence

Stay abreast of current technology and recommends / adopts new technologies and service solutions
Knowledge and expertise is evolving, not stagnant
Continues to grow, learn, and evolve as technologies mature and change. Identifies and resolves major recurring issues and involves management or third party vendors as needed
Proactively identifies and addresses service issues and chronic problems and assists in eliminating and/or addressing them
Advises management of opportunities for change, continuous improvement
Follows HYGs Project Management Methodology (NPMM) guidelines when participating on projects

The successful candidate will have the following Minimum Qualifications:

3 plus years of related experience is required, a Bachelor’s degree and Certifications are beneficial
Computer Concepts acquired through formal classroom instruction, vendor-conducted schools, web-based training is required
Strong interpersonal communication skills acquired through experience or formal training is required
Working knowledge of PC communication protocols acquired through tutorials, vendor-conducted education and self-study is required
Customer service and customer focused skills acquired through experience or formal training are required
Service management – Professional practices related to service delivery acquired through experience, formal training or self-study is required
Working knowledge of operating systems, applications acquired through formal training, experience and self-study is required

Competitive Healthcare Benefits – medical, vision, dental
Profit Sharing + 401K with company matching
PTO + Vacation + Paid Holidays
Education Assistance
Life Insurance
Employee Assistance Program
On-site Health Clinics
On site cafeteria

Location Information:
Greenville, NC is a charming town in Pitt County located just 85 miles east of Raleigh, NC and 85 miles west of the beaches of the Crystal Coast. It has a population of over 175,000 people in the greater metropolitan area and is ranked number six Best Small Places for Business and Careers by Forbes Magazine. Greenville, NC is the home of East Carolina University and friendly southern culture offering dining, arts, museums, festivals, and a variety of amenities and quick access to several water fronts and beaches for people who love the outdoors. For more information about Greenville, visit
We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.