Home
/
Comprehensive
/
Product Support Engineering Leader I
Product Support Engineering Leader I-March 2024
Berea
Mar 15, 2025
About Product Support Engineering Leader I

  Job Title

  Product Support Engineering Leader 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 Engineering Leader I” . 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-TE1

  #REMOTE

  Job ID

  JC797

  Employment Type

  Full time

  Work Hours

  40

  Travel Required

  Primary Location

  HYG US Berea, KY

  Address

  2200 Menelaus Pike

  Zip Code

  40403

  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

Comments
Welcome to zdrecruit comments! Please keep conversations courteous and on-topic. To fosterproductive and respectful conversations, you may see comments from our Community Managers.
Sign up to post
Sort by
Show More Comments
SIMILAR JOBS
Food & Beverage Supervisor Focus is on Banquets
Job Summary The Food Beverage Supervisor is responsible for assisting the Food and Beverage Manager in ensuring first quality Food and Beverage service while maintaining adherence to budgeted payroll
Patient Authorization and Referral Representative - Hematology Oncology
Description The Referral Coordinator prepares clinical data for physician/IPP/CBO approval and obtains authorizations; acts as liaison between patient, medical assistant, physician, IPP, CMS Departmen
Structural Analysis Engineer
Structural Analysis Engineer Location: Windsor Locks, CT Job ID: #69810 Pay Range: $35-41 2 Year Contract (Onsite) Job Responsibilities The Propeller Systems Engineering group is seeking a Structural
Financial Management Analyst
Summary Joining the Secret Service, International Programs Division, Office of Investigations will allow you to exercise judgment and discretion to make a wide range of budgetary decisions, commitment
Clinical Program Coordinator
$1500 STAY-ON BONUS! Are you looking for a rewarding career helping children, families and adults? Are you interested in working for a dynamic organization that is invested in their clients and staff?
Web Software Developer
Posting Number: S05916P Department: Management Salary Range: $62,000 - DOQ Pay Basis: Monthly Position Status: Regular full-time Location: Richardson Job Description: Looking for your next job opportu
Cloud Security Engineer Manager - Cyber
Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more a
Home and Community Based Therapist
Home and Community Based Therapist – (NY 8-24) Full Time - $60,000 to $70,000 per year, plus benefits! Full Time employees have the opportunity to earn a $1,000 Stay-on Bonus after 6 months, and $3,00
Critical Care Business Manager (MR), North-Kanto area
Job Title Critical Care Business Manager (MR), North-Kanto area Requisition JR000014469 Critical Care Business Manager (MR), North-Kanto area (Open) Location Tokyo, Japan Additional Locations Job Desc
ENVIRONMENTAL SCIENTIST MANAGER
ENVIRONMENTAL SCIENTIST MANAGER Print Apply  ENVIRONMENTAL SCIENTIST MANAGER Salary $3,076.00 - $4,856.00 Biweekly Location Baton Rouge, LA Job Type Classified Job Number 24-66 ES MGR BR HD Departmen
Copyright 2023-2025 - www.zdrecruit.com All Rights Reserved