Field Service Manager - Fuel Cells Central US Territory

Hyster-Yale Group - Greenville, NC3.9

Put a LIFT in Your Career! Hyster-Yale Group, Inc. (HYG), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Field Service Manager
to work with our Customer Service Team focusing on hydrogen fuel cells. The position is field based and will cover the Central US Territory. HYG 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 80 years.

HYG is looking for an energetic individual who will have a positive influence on the Customer Service team. As a Field Service Manager, you will be responsible for field service technical support for HYG fuel cell products involving interface with the dealer network and National Accounts in support of our customer base for increased product sales and customer satisfaction. Support repeat sales and customer retention by providing strong technical support translating into increased customer satisfaction. Involved in existing and new customer sales initiatives giving close support to ensure attainment of brand market share and margin objectives. Maximize dealer service technician skills, administer and authorize field service warranty policy settlements, provide product operation, technician training, and provide the most timely, cost effective ways to resolve individual customer and dealer technical issues. A key facet in this role is the ability to assess the true Company impact of critical customer service support situations and manage timely, properly balanced responses, often involving strong, forceful persuasion of HYG design teams, manufacturing and suppliers, to resolve issues. Personally work closely with CBDC and WPDC product development centers, manufacturing teams, and Supplier Quality Assurance (SQE) to develop quality, robust, cost effective products and cost effective solutions to product issues.

The Field Service Manager Will Provide the Following Key Accountabilities:
  • Actively participate in field problem solving situations as it relates to product performance and customer acceptance
  • Drive field problem identification and resolution utilizing engineering and manufacturing resources to effectively bring timely closure
  • Support new product readiness and successful installations
  • Evaluate reliability of product as it is shipped from manufacturing source
  • Support general sales effort as it relates to new truck sales by conducting product service introductions and customers visits to assure their satisfaction with Hyster and Yale products
  • Effectively communicate requirements for product corrections, modifications & improvements, to Service Management, Resident Service, Product Engineering and Manufacturing
  • Support Product Development Centers, Crack the Code, Zero Defects and Tuff Customer Initiatives
  • Support service technician technical and operator training on Yale and Hyster product through the dealer network
  • Promote Contact Management and supporting systems for issue resolution
  • Administer warranty policy adjustments within assigned guidelines, to be fair to the customer and represent HYG cost participation professionally
  • Manage personal time, territory, and travel expenses
  • Support Rapid deployment for critical issues

The Successful Field Service Manager Will Meet the Following Minimum Qualifications:
  • High School diploma or equivalent is required
  • 4 Year BS Degree in industry related area is preferred
  • Knowledge of electrical, hydraulic, engine, transmission, control systems and product design principles
  • Background in problem definition and root cause analysis
  • Facilitation and negotiation skills. Strong communication literacy: oral, written and PC
  • Industry knowledge and prior experience working on lift trucks or related products with extensive field exposure is preferred

  • Competitive Healthcare Benefits – medical, vision, dental
  • Profit Sharing + 401(k) with company matching
  • PTO + Vacation + Paid Holidays
  • Education Assistance
  • Life Insurance
  • Employee Assistance Program
  • On-site Health Clinic
  • On-site Cafeteria (in some locations)

We are an equal opportunity employer. EOE/Minorities/Females/Veterans/Disabled