WMH Solutions

Customer Support

• Deliver exceptional customer service to internal and external clients with professionalism and efficiency.
• Act as the go-to expert for service-related inquiries, providing technical guidance to customers, service technicians, and internal teams.
• Schedule and dispatch service technicians, optimizing workload management for timely and effective service delivery.
• Monitor and manage work in progress (WIP) to ensure service tasks stay on track and meet quality standards.
• Initiate, oversee, and close work orders with precision, maintaining accurate records and ensuring smooth operations.
• Continuously improve service efficiency, productivity, and quality within the Service Department.
• Maintain detailed service documentation, including work orders, reports, and customer communications, ensuring compliance with policies.
• Support rental equipment contracts, shipping, and receiving coordination to streamline processes.
• Manage data entry, warranty claims, and fleet processing, ensuring timely and accurate resolution.
• Prepare and contribute to monthly departmental reports to inform data-driven decisions.
• Strengthen relationships with vendors and manufacturers to ensure seamless communication and support.
• Support internal teams by fostering a collaborative and productive work environment.
• Develop in-depth expertise in forklift products, technology, and industry best practices.
• Identify opportunities to enhance service processes, customer support, and product performance.
• Collaborate closely with customers, service technicians, and internal teams to diagnose, troubleshoot, and resolve service-related issues.

Material Handling Service Support Specialist

• Provide exceptional customer support, ensuring clients receive the right parts at the right time.
• Accurately process parts inquiries, orders, and returns.
• Assist customers in identifying optimal parts solutions and ensure compatibility and performance.
• Build and maintain strong customer relationships to foster trust and loyalty.
• Coordinate and fulfill daily parts orders and drop shipments, ensuring seamless logistics.
• Maintain real-time inventory accuracy, conduct cycle counts and inventory reconciliations.
• Optimize parts storage and retrieval processes for efficiency and accessibility.
• Process purchase orders, invoices, and shipping documentation with compliance and accuracy.
• Support vendor and supplier coordination to streamline parts procurement and pricing strategies.
• Assist in managing fleet parts and service-related inventory needs.
• Utilize ERP and inventory management systems to update records and maintain accurate reporting.
• Manage parts receiving, stocking, and distribution in the warehouse.
• Operate forklifts and material handling equipment to load, unload, and transport parts safely.
• Ensure a safe, clean, and organized work environment, adhering to company safety standards.
• Identify opportunities to improve inventory processes, efficiency, and cost-effectiveness.
• Work collaboratively with service, sales, and logistics teams to optimize workflow and customer satisfaction.
• Report to Travis Horton.

Material Handling Parts Support Specialist

Operations

• Oversee all branch functions including service, parts, rental, and sales support to ensure smooth operations and customer satisfaction.
• Optimize workflows, streamline processes, and enhance service delivery to maximize branch performance.
• Manage branch P&L, monitor expenses, oversee pricing, and ensure profitability while maintaining service standards.
• Collaborate with Sales, Service, and Corporate teams to align strategies and resolve challenges.
• Recruit, train, mentor, and develop technicians, support specialists, and branch personnel; set goals and foster accountability.
• Lead training and development initiatives and provide hands-on technical guidance.
• Act as the face of WMH for customer engagement, resolving concerns and driving retention.
• Develop and implement strategic sales and market expansion plans to grow market share and revenue.
• Coordinate with vendors and suppliers, manage procurement, invoicing, and purchase orders.
• Ensure safety and regulatory compliance (OSHA), oversee facility and fleet maintenance and repairs.
• Monitor and report key performance metrics and prepare performance reports to drive improvements.
• Perform physical tasks and lift equipment as required; work in warehouse and office environments.
• Report to Karl Duffy and drive branch operational excellence.

Material Handling Service Support Specialist

Material Handling Parts Support Specialist

Material Handling Branch/Operations Manager, PSM – Heavy Equipment