Our client, a leading component manufacturer serving the construction and industrial equipment sectors, is seeking a Product Support Manager to lead and scale their aftermarket operations. In this role, you’ll bring structure, leadership, and a customer-first mindset to a multi-site service and parts team, while driving revenue growth and improving internal processes. Your experience leading cross-functional support teams and implementing service platforms will be essential to enhancing responsiveness and expanding aftersales impact.
What You’ll Do:
- Lead and develop a multi-location team of service writers, parts advisors, and field technicians with a focus on accountability, responsiveness, and results
- Set and monitor KPIs for service turnaround, field support, parts sales, and case resolution
- Act as the primary escalation point for service and parts concerns, ensuring issues are resolved promptly and transparently
- Implement and manage a digital service platform (e.g., Salesforce Field Service) to improve visibility, scheduling, and documentation
- Drive growth in parts and service revenue by identifying upsell opportunities and executing customer-focused campaigns
- Collaborate with internal sales, engineering, and production teams to resolve product issues and support the full lifecycle of equipment in the field
- Develop and refine SOPs for service processes, warranty claims, preventive maintenance, and returns
- Oversee scheduling and deployment of field technicians to maximize productivity and customer satisfaction
- Assist in pricing strategies, service rate development, and billing consistency
- Lead continuous improvement efforts focused on process optimization and cross-departmental alignment
A Few Qualifiers:
- 5+ years of leadership experience in parts, service, or aftersales support
- Proven ability to manage teams across multiple locations
- Strong working knowledge of service operations, inventory systems, and customer service best practices
- Hands-on experience with CRM and field service platforms
- Technical background in hydraulics, mechanical systems, or off-road equipment
- Strategic mindset with a track record of driving growth and process improvement
- Comfortable with frequent travel to support site operations and customer needs
Apply using the link below or feel free to reach out directly to Sydney Russell.
Explore More Opportunities in Service
