Product Support Solutions Engineer I-II

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