Job 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 Field Service Manager, Robotics & Automation based at our Americas Headquarters in Greenville, NC. As the Field Service Manager, you will play a critical role in resolving field-related issues, ensuring customer satisfaction, and supporting the installation and maintenance of advanced robotics and automation systems. This position is ideal for an individual with a background in technical service and customer support within a manufacturing environment.

**Please note that this is a field-based role requiring 50-75% travel, which may include weekends and holidays.**

What you will do:

• Field Problem Resolution: Actively address product performance and customer concerns, utilizing engineering and manufacturing resources to identify and resolve issues efficiently.

• New Product Support: Assist with the successful installation and readiness of new products, ensuring they meet quality standards and customer expectations.

• Product Reliability Evaluation: Assess the reliability and performance of products as they are shipped from the manufacturing source and ensure corrective actions are taken if necessary.

• Customer & Dealer Support: Conduct product service introductions, visit customers, and provide support to ensure their satisfaction with products. Collaborate with sales teams to support general sales efforts for new products.

• Technical Communication: Effectively communicate requirements for product corrections, modifications, and improvements to Service Management, Product Engineering, and Manufacturing teams.

• Training & Development: Provide technical training and operator support to service technicians and customers, ensuring they are equipped to handle the robotic and automation products.

• Warranty Administration: Administer warranty adjustments fairly and in alignment with company policies to maintain customer satisfaction and minimize costs.

• Issue Resolution: Utilize problem-solving and root cause analysis to minimize customer dissatisfaction and expedite resolutions in a cost-effective manner.

Who you are:

• A problem solver who can address field-related issues in a fast-paced environment.

• A collaborative team player with strong communication skills, able to work effectively with cross-functional teams and customers.

• A customer-focused professional who strives to ensure satisfaction and resolve issues proactively.

• A technical expert with knowledge of electrical, hydraulic, and software systems related to robotics and automation products.

What you will need:

• High School diploma or equivalent is required with 10+ years of technical or customer service experience in material handling or mobile equipment industries.

• Preferred: A Bachelor's degree in Computer Science, Electrical Engineering, or a related field is highly preferred, in addition to 5+ years of technical or customer service experience in material handling, robotics, or automation industries.

Skills, Experience & Abilities

• Technical Knowledge: Strong understanding of electrical, hydraulic, engine, transmission, and control systems, with the ability to read wiring schematics and handle basic software installations and modifications. Basic IT and networking understanding is a plus.

• Problem Solving: Background in root cause analysis and problem definition, with the ability to implement solutions efficiently.

• Communication Skills: Strong written and verbal communication abilities, with facilitation and negotiation skills to resolve complex issues.

• Industry Experience: Prior experience working on lift trucks, robotics, or related products in a customer service or technical capacity.