Address
Form of work
SalaryJob Title
Product Support Engineering LeaderI/II 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 Engineering LeaderI/II”. Here at (HYG) we are always looking for new talent with curiosity and drive to join our team. We offer a variety of career opportunities in engineering, manufacturing, sales, marketing, finance and more.
What you will do:
- Resolve technical problems for HYG Dealers, customers, and HYG Resident/Field Service Managers. Supply HYG approved modifications and warranty authorizations. Develop and maintain technical libraries. Produce and publish technical service information to the field. Monitor warranty activity for failure trends. Create/maintain flat rate service times for new products and review them for existing products.
- Monitor and adjust Aftermarket product service strategies. Define acceptable product service times and associated part service levels. Directly influence mix of captive and competitive parts that make up HYG product. Define service strategies that produce an appropriate cost of ownership based on various levels of product and application.
- Develop and maintain new product Aftermarket requirements encompassing the needs to service, parts and technical training. Participate in core development teams to protect these requirements throughout the Review Gate process.
- Support activities in Field and Resident Service Engineering by 1) providing prompt and accurate technical support, both internally to HYG and externally to our dealers and customers. 2) Insuring timely and accurate resolution to a variety of problems with various levels of complexity. 3) Ensuring total customer satisfaction through long term reliability of the products. 4) Provide technical support for 1,000,000+ trucks in installed base.
- This position facilitates activities, for problem solving reasons, between all involved parties (e.g. Marketing, Engineering, Procurement, Manufacturing, etc.) by providing supporting documentation relative to the issues.
- This position supports the corporate SPOT/VIP program for problem resolution and product improvement. This position is required to assist in necessary activities relative to product liability throughout all phases of exposure and it will represent HYG during accident investigations and trial activities.
Who you are:
- An energetic, highly motivated manager who can work in a fast-paced environment and will have a positive influence as a leader.
- Monitor and adjust After Sales product strategy regarding definition of time and material required to service and maintain HYG products focusing on providing the appropriate cost of ownership experience. Insure technical information (eg. manuals, training info, etc.) prepared for internal and external customers are proper for expected product use. Drive product development projects in order to improve and maintain our captive versus competitive product mix in the aftermarket.
- Act as core team member in product development programs to insure previous product issues and negative serviceability attributes are mitigated in new products being released to the market
- Monitor failure trends and work with Engineering, Manufacturing, problem solving community and suppliers to resolve issues to reduce warranty exposure and implement product improvements. Provide technical information to the field to correct existing information and to provide guidance on servicing Yale and Hyster product by issuing Service Newsletters and Product Information Letters. 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.
What you will need:
- BS degree in Engineering; ABET accredited; Master’s degree or Lean Six Sigma training preferred
- 7-10 years working in design or service of durable, capital equipment. Understanding of full product development and service lifecycle preferred.
- Knowledge of HYG product development review gate process and the impact of core team participation on resulting product
- Specialized knowledge of lift truck applications related to stability, safety and efficient operation
- Demonstrated knowledge/leadership skills
- Excellent verbal and written communication and presentation skills
Skills, Experience & Abilities:
- The incumbent must be a strong communicator, with diverse groups of people throughout HYG’s global operations, under stressful conditions, and must have good organizational skills with regard to work priorities and project-management requirements. MS Office
- Strong Project management skills
- Master knowledge of electrical, mechanical and hydraulic systems, mechanical construction, internal combustion engines, electric
- This position encounters a high degree of mental stress. Most calls and letters relate to customer and dealer dissatisfaction, concerns and problems with HYG products. Priorities change frequently. The incumbent is considered an expert central source of information for Service. This person must remain calm and analytical in the face of anger and opposition. Since many sales efforts hinge on this support, the incumbent must be able to project this expert image when making written and verbal communication with the customer contact.
- The position will interact daily with senior level engineering, manufacturing and procurement leaders to define direction on new product development strategy aligning with After Sales initiatives. Aftermarket profitability depends on decisions made by this incumbent.
- Development of alternative procedure, components and labor costs required to satisfy product failures. Decisions must be made on a timely, cost-effective basis and coincide with all aspects of customer satisfaction.
Travel: 10-25%
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
JC798 Employment Type
Full time Work Hours
Travel Required
1-10 Primary Location
HYG 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
