Job Description
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).
What you will do:
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. Who you are:
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 What you will need: 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 Bachelor's degree in Engineering ABET accredited preferred 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 Who we are: 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. What we offer:
Hyster-Yale Materials Handling, Inc, 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). #LI-ARD #LI-ONSITE
Job Type Permanent Time Type Full time Work Hours 40 Travel Required 1-10% Primary Location HY US Greenville, NC (WPDC) Address 5200 Martin Luther King Jr Hwy 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 Hyster-Yale Materials Handling, Inc., is a global leader dedicated to advancing the materials handling industry. We design, engineer, manufacture, sell and service a comprehensive line of lift trucks, attachments and power and technology solutions, marketed primarily under the Hyster® and Yale® brand names. As one of the largest lift truck manufacturers, Hyster-Yale is not only committed to transforming the way the world moves materials from Port to Home, but also delivering optimal solutions that meet our customers' needs while ensuring outstanding customer care. Our achievements are driven by our people, our strong culture and commitment to our values, which are founded on a philosophy of integrity, respect and excellence. At Hyster-Yale, you can feel the loyalty from the inside out.
