Product Support Solutions Engineer -II

Job Title

Product Support Solutions Engineer I-II

Product Support

Greenville, NC (WPDC)

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).

• 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.

• 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.

• 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.

• 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.

• Competitive pay.
• Tuition reimbursement.
• Supportive work environment with hybrid work option.
• Opportunities for growth and development.
• Full benefits package: paid time off; medical, dental, vision, and life insurance, employer‑sponsored profit sharing and 401(k).

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.