Customer Support Engineer I-II

Job Title

Customer Support Engineer I-II

Job Category

Product Support

Job Description

What starts with YOU, moves the world!  

Put a LIFT in Your Career! Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Customer Support Engineer I-II based at our Greenville, NC location. 

Who you are:

The Customer Support Engineer’s Primary Responsibilities include:

• Responsible for engaging in customer specific issues with follow through from containment to permanent solution implementation. Provide enhanced focus on National Accounts and other key customers for quick issue identification and complete resolution.
• Lead Service Hyper-Care initiative to address any detractor issues from a technical perspective and provide resolution with direct communication back to the customer.
• Assess the true Company impact of critical customer service support situations and manage timely properly balanced responses, often involving strong motivation of HYG Design, Manufacturing, Quality, Supplier Quality, and Procurement teams as well as outside Suppliers.
• Monitor key account warranty claims and contact management incidents for failure trends to ensure permanent solutions are in place.
• Lead activity to drive customer specific issues into the current problem resolution process and ensure proper priority of these issues is maintained.
• Supply approved modifications and warranty authorizations. 
• Provide onsite support for key customers.  This will require rapid deployment for issue identification and containment.
• Provide regular status updates for key customer service issues to be presented to the regional VPs as well as the VP of National Accounts.
• Provide customer and industry specific Service input to new product development programs.

What you will do:

The Successful Customer Support Engineer Will Provide the Following Key Accountabilities:

• Drive prompt permanent solutions to service issues for National Account and key customers.  Provide input for regular communication relating to status of customer service issues to the Regional Sales VPs and VP of National Accounts.
• Lead Hyper-Care process from a Service perspective to provide resolution to customer reported detractor issues.  Drive proper resolution for the customer through interaction with the Sales, Manufacturing, and Solutions teams.
• Drive customer specific service issues through the problem resolution processes to insure prompt containment and implementation of final solutions at customer locations.  Provide customer impact data to the HYMH Design, Manufacturing, Quality, Supplier Quality, and Procurement teams as well as outside Suppliers to ensure the proper priority is maintained.
• Provide prompt onsite service engineering support to key accounts for quick identification of reported issues and provide a plan for containment. 

What you will need:

The Customer Support Engineer I Must Meet the Following Minimum Qualifications:

• BS degree in Engineering preferred.
• 5-7 years relevant experience in material handling or similar industry

The Customer Support Engineer II Must Meet the Following Minimum Qualifications:

• BS degree in Engineering preferred.
• 8-10 years relevant experience in material handling or similar industry.

Skills, Experience & Abilities: 

• 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 failure analysis.
• 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.
• Excellent verbal and written communication as well as presentation skills
• Above average skill in leadership

Decisions expected:

• Provide prompt containment to service issues for key customers.
• Provide detailed timeline for final solution implementation of service issues at specific customer locations.
• Authorize warranty repairs and field modifications up to $6,000 without management review.
• Authorize warranty policy up to $4,000 without management review.
• Schedule customer and dealer visits.
• Initiate customer specific issues into the problem resolution process.
• Drive proper prioritization of customer issues with HYG Design, Manufacturing, Quality, Supplier Quality, and Procurement teams through root cause and customer impact data.
• Participate in service audits for select customers on production units.

Recommendations expected:

• Guidance to Engineering and Service Management relative to handling customer service issues.
• Provide customer and industry specific Service input to new product development programs
• Requests to visit dealer locations and customer sites.
• Warranty reduction recommendations.
• Recommendations for permanent solutions for reported field issues.
• Make product improvement recommendations.

Additional information:

This position encounters a high degree of mental stress.  Self-confidence, assertiveness, and a good intuitive feel for customer relationships are critical.  Decisions must be made on a timely, cost-effective basis and coincide with all aspects of customer satisfaction as they will have future sales impact.  In many cases this could be in the presence of the customer in a high-pressure environment.  Priorities change frequently.  This person must remain calm and analytical in the face of anger and opposition. Since many sales efforts hinge on this support, this person must be able to project this expert image when making written and verbal communication with the customer contact.  Incumbent must be proficient technically on the complete HYMH product line, which requires a great amount of knowledge and experience.  This position must be able to travel on very short notice when required.  Will have direct dealer and customer contact to effectively resolve problems in the field.  This position must professionally represent HYMH and the HYMH brands to dealers, customers and vendors. This position will fully support all quality initiatives.

Who we are:

HYMH designs, engineers, manufactures, sells and services a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. We are one of the global leaders in the Material Handling industry and have been building relationships and partnering with our customers, suppliers, dealers and employees for over 90 years.

What we offer:

Hyster-Yale 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-TE1

#LI-REMOTE

Job Type

Permanent

Time Type

Full time

40

Travel Required

10-25%

Primary Location

HY 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