Field Service Manager, Robotics

3 days ago


Greenville, North Carolina, United States Hyster-Yale Full time
Job TitleField Service Manager, Robotics and Automation

Hyster-Yale Materials Handling, Inc. is seeking an exceptional Field Service Manager for Robotics and Automation to join our team. As a critical member of our field support team, you will play a key role in resolving field-related issues, ensuring customer satisfaction, and supporting the installation and maintenance of advanced robotics and automation systems.

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

Hyster-Yale Materials Handling, Inc. offers competitive pay, tuition reimbursement, a 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).



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