Hyster-Yale Materials Handling, Inc., designs, engineers, manufactures, sells and services a comprehensive line of lift trucks, aftermarket parts and technology and energy solutions that are transforming the way the world moves materials from Port to Home. As a global leader in the materials handling industry, Hyster-Yale Materials Handling, Inc, has been building relationships with our customers, suppliers, dealers and employees for over 100 years. For more information about a career with Hyster-Yale, please visit hyster-yalecareers.com.
Responsibilities
Analyze product performance trends and conduct root cause analysis of field issues, partnering with engineering, manufacturing, and suppliers to implement product improvements and reduce warranty costs. Level II: Lead complex investigations and determine root cause for escalated issues.
Support the resolution of critical service issues, including escalation beyond standard processes, and participate in customer visits as needed. Level II: lead customer visits to diagnose and resolve issues.
Provide guidance and authorization for warranty repairs and field modifications within defined limits, ensuring consistent and timely decision-making.
Recommend product and process improvements to enhance reliability, performance, and serviceability, supported by technical analysis and reporting on warranty cost and customer impact.
Contribute to new product development by providing service and field insights, and deliver training to service teams on product updates and process improvements.
Support product validation efforts by assisting in field test site selection and gathering performance feedback on updated components.
Develop and release technical service communications (e.g., bulletins, repair procedures) and maintain service standards, including labor time estimates and field improvement programs.
Requirements
Strong analytical thinker with a natural curiosity to understand how things work and why issues occur
Effective communicator who can explain technical concepts clearly to both technical and non-technical audiences
Collaborative team player who works well across functions and values input from others
Customer-focused, with a sense of urgency in resolving issues and improving the overall experience
Organized and detail-oriented, with the ability to manage multiple priorities and follow through
Level I
Bachelor's degree in Engineering
ABET accredited preferred
7-10 years of relevant experience in product support, quality, service engineering, or a related field
Level II
10+ years of relevant experience in product support, quality, service engineering, or a related field
Skills, Experience & Abilities
Strong understanding of mechanical, electrical, and/or hydraulic systems and how they perform in real-world applications
Experience interpreting engineering drawings, schematics, and technical documentation
Proven ability to conduct root cause analysis and apply structured problem-solving methodologies (e.g., 5 Whys, Fishbone, FMEA)
Familiarity with warranty analysis, failure trends, and reliability improvement practices
Ability to analyze and present data to support decision-making and product improvements
Working knowledge of safety standards and industry regulations (manufacturing or industrial equipment preferred)
Clear and effective communication skills, both written and verbal, including the ability to explain technical concepts to diverse audiences
Ability to work independently while collaborating across cross-functional teams
Benefits
#LI - ARD#LI - ONSITEJob TypePermanentTime TypeFull timeWork Hours40Travel Required1-10%Primary LocationHY US Greenville, NC (WPDC)Address5200 Martin Luther King Jr HwyZip Code27834Field-BasedNoRelocation Assistance AvailableWe 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/DisabledDental insuranceVision insurance401(k)
Additional Information
Job Title
Product Support Solutions Engineer I-II
Job Category
Product Support
Job Description
What starts with YOU, moves the world!
Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Product Support Solutions Engineer I-II based at our Greenville, NC Warehouse Product Development Center (WPDC) .
Hysteryale · Hy Us Greenville, NC (wpdc)