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    Product Support Solutions Engineer I - Greenville, United States - Hyster-Yale Group

    Hyster-Yale Group
    Hyster-Yale Group Greenville, United States

    2 weeks ago

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    Description

    Job Title

    Product Support Solutions Engineer I

    Job Family

    Job Description

    What starts with YOU , moves the world

    Hyster-Yale Group, Inc. (HYG), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Product Support Solutions Engineer I based out of our Greenville, NC office.

    What you will do:

    • Lead a diversity of activities directed at providing prompt and accurate technical support, both internally to HYG and externally to our dealers and customers. This includes ensuring total customer satisfaction through long term reliability of the products.
    • Facilitate Service input to new product development programs and ensure that product launches have the proper technical support in place.
    • Monitor warranty and contact management activity for failure trends, act as a level of escalation for RSE, and work through root cause analysis of trending failures while engaging the appropriate design development center, manufacturing facility, and/or supplier quality engineer.
    • Manage field activity to support design action for issue resolution implementation. Provide leadership during group investigative review.
    • Lead and/or provide support and guidance for resolution of key customer issues.
    • Lead necessary activities relative to product liability throughout all phases of exposure and represent HYG during accident investigations and trial activities.
    • Supply HYG approved modifications and warranty authorizations.
    • Create Flat rate service times for new products and review them for existing products.
    • Responsible for determining root cause analysis while working independently or with a group.

    Who you are:

    • This is a key position in our organization, as it requires technical aptitude along with project management skills and strong customer service / communication skills.
    • An energetic, highly motivated, customer focused, individual who can work in a fast-paced environment and will have a positive influence.
    • Facilitate and escalate resolution of major service problems that havent been resolved through normal channels. Lead customer visits to determine root cause of issue. Make customer visits as required. Provide guidance and authorization for warranty repairs and field modifications up to 6K. Provide warranty policy authorization up to 4K. Coordinate Service input to new product development programs. Deliver training to RSE regarding product and process enhancements.
    • Recommend to engineering, vendors, and manufacturing plants, product changes required to improve product performance, reliability and serviceability and the reduction of warranty costs. Provide technical and statistical reports to define the costs and customer dissatisfaction levels related to product deficiencies.
    • Aid Engineering and Manufacturing in the selection of field test sites for testing improved components. Create and release Service Grams & Bulletins to the dealer network. Create and review flat rate service times for new and existing products. Supervise field modification development for release to the dealers and customers, including Field Product Improvement programs.

    What you will need:

    • BS in Engineering. ABET accredited preferred.
    • As an Engineer II: Minimum of 10 years relevant experience
    • As an Engineer I: Minimum of 7 years relevant experience

    Skills, Experience & Abilities

    • Excellent verbal and written communication
    • Excellent presentation skills
    • This position requires attention to detail and thorough analysis of data.
    • Master level knowledge of electrical, mechanical, and hydraulic systems, mechanical construction, internal combustion engines and/or electric motors as applied to products marketed by HYG brands.
    • Knowledge to interpret engineering drawing, wiring diagrams, schematics, and welding procedures.
    • Specialized knowledge of lift truck applications related to stability, safety, and efficient operation.
    • Specialized knowledge of lift truck applications related to stability, safety, and efficient operation.
    • Master level knowledge of departmental and corporate policies and procedures. Specialized knowledge of government and industry regulations concerning industrial trucks

    Who we are:

    HYG designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, HYG have been building relationships with our customers, suppliers, dealers, and employees for over 90 years.

    What we offer:

    Hyster-Yale Group 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-BD1

    #LI-HYBRID

    Job ID

    1196

    Employment Type

    Full time

    Work Hours

    40

    Travel Required

    1-10%

    Primary Location

    HYG US Greenville, NC (Headquarters)

    Address

    1400 Sullivan Drive

    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

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