Serve as a technical point of contact for customer-reported product and service issues, investigate root causes, coordinate containment and corrective actions, analyze field and warranty data, provide onsite support as needed, collaborate with engineering and manufacturing for design or process improvements; Level II leads escalations and mentors junior engineers.
Job Title
Customer Support Engineer I-IIJob Category
Product SupportJob Description
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 Customer Support Engineer I-II (Remote).
What you will do:
- Serve as a technical point of contact for customer‑reported product and service issues, helping identify root causes and drive timely, permanent solutions.
- Manage day‑to‑day issue resolution activities, including investigation, coordination of containment actions, and follow‑through to final corrective action.
- Communicate issue status, risks, and resolution plans to internal stakeholders such as sales, service, manufacturing, quality, and suppliers; Level I provides updates, while Level II leads communication for complex cases.
- Analyze field data, warranty information, and customer feedback to understand impact, trends, and priorities.
- Provide on‑site support to key customers as needed to assess reported concerns, verify conditions, and support rapid containment.
- Collaborate with engineering and manufacturing teams to support design improvements, process changes, or service actions that prevent repeat issues.
- For Level II, lead high‑priority or escalated customer issues, mentor less‑experienced engineers, and help refine service and quality processes.
Who you are:
- A customer‑focused problem solver who enjoys digging into technical issues and seeing them through to resolution.
- A clear and confident communicator who can explain complex technical topics to both technical and non‑technical audiences.
- Highly organized, able to manage multiple issues at once while maintaining attention to detail and follow‑up.
- Collaborative by nature, building strong working relationships across engineering, service, sales, and operations teams.
- Calm under pressure, with the judgment and professionalism needed to support high‑visibility customers and escalations.
What you will need:
Level I:
- Bachelor’s degree in Engineering or a related technical field preferred.
- 5-7 years of relevant experience in customer support, service engineering, quality, or a related role within an industrial, manufacturing, or equipment environment.
Level II:
- Bachelor’s degree in Engineering or a related technical field preferred.
- 8-10 years of relevant experience, including ownership of complex customer issues or escalations in an industrial, manufacturing, or equipment environment.
Skills, Experience & Abilities
- Strong working knowledge of mechanical, electrical, and hydraulic systems commonly found in industrial or mobile equipment.
- Ability to read and interpret engineering drawings, wiring diagrams, schematics, and service documentation.
- Experience with structured problem‑solving and root cause analysis methodologies.
- Understanding of equipment safety, application requirements, and regulatory considerations relevant to industrial products.
- Proficiency in analyzing field data and translating findings into actionable recommendations.
- Strong written, verbal, and presentation skills, with the ability to tailor communication to different audiences.
- For Level II, demonstrated leadership skills, including influencing without authority and guiding cross‑functional teams toward resolution.
Who we are:
Hyster-Yale Materials Handling, Inc., designs, engineers, manufactures, sells and services a comprehensive line of lift trucks, aftermarket parts and technology and energy solutions that are transforming the way the world moves materials from Port to Home. As a global leader in the materials handling industry, Hyster-Yale Materials Handling, Inc, has been building relationships with our customers, suppliers, dealers and employees for over 100 years. For more information about a career with Hyster-Yale, please visit hyster-yalecareers.com.
What we offer:
Hyster-Yale Materials Handling, Inc, 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-ARD
#LI-REMOTE
Job Type
PermanentTime Type
Full timeWork Hours
40
Travel Required
10-25%Primary Location
HY US North Carolina (Remote)Address
Home OfficeZip Code
27565Field-Based
NoRelocation Assistance Available
NoWe 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/DisabledTop Skills
Mechanical Systems,Electrical Systems,Hydraulic Systems,Wiring Diagrams,Schematics,Engineering Drawings,Root Cause Analysis,Service Documentation
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