Product Support Solutions Engineer I-II

Hyster-Yale Group • Greenville, NC

7d • Hybrid

About The Position

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.

Requirements

• Bachelor’s degree in Engineering ABET accredited preferred
• 7-10 years of relevant experience in product support, quality, service engineering, or a related field (for Level I)
• 10+ years of relevant experience in product support, quality, service engineering, or a related field (for Level II)
• 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

Nice To Haves

• 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

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.
• 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.
• 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.

Benefits

• competitive pay
• tuition reimbursement
• supportive work environment
• hybrid work option
• opportunities for growth and development
• paid time off
• medical, dental, vision, and life insurance
• employer-sponsored profit sharing
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level