Director of Product Support

About the Role

The Director of Product Support will have responsibility for the strategic, financial, and operational performance of the product support business, including:

• Leadership of Parts, Service, and Product Support Sales functions
• Development and execution of the company-wide product support business plan
• Preparation and management of annual budgets, forecasts, and financial reporting
• Monitoring of revenue, margins, expenses, and profitability across the Product Support operation
• Development of strategies to increase Parts, Service, and aftermarket sales
• Improvement of communication and collaboration between regional leaders, Store Managers, and department teams
• Oversight of technician recruitment, retention, workforce planning, and apprenticeship initiatives
• Development of consistent service procedures and customer-experience standards across all locations
• Growth of preventive maintenance programmes, service agreements, and customer-support solutions
• Improvement of service truck utilisation and operational efficiency
• Review of labour rates, parts pricing, and other service-related pricing strategies
• Collaboration with Marketing and Sales leadership to improve market coverage and customer engagement
• Support of facility expansions, branch development projects, and long-term business planning

The successful individual will be expected to lead through leaders and will need to understand the financial performance of the business, know which operational levers to pull, and create alignment across a geographically dispersed organisation.

Requirements

The client is looking for a strategic leader of people with a track record of building strong teams, improving communication, creating accountability, and growing product support business. Suitable candidates may have held titles such as:

• VP of Product Support
• VP of Parts
• VP of Service
• Director of Service
• Director of Parts and Service
• Corporate Service Manager
• Corporate Parts Manager
• Aftermarket Director
• General Service Manager

Experience within a construction equipment dealership would be ideal. Candidates from agricultural equipment, material handling, heavy trucks, mining equipment, or another service-led equipment distribution business may also be considered.

Qualifications

• Senior leadership experience within Parts and Service operations and sales
• Strong financial and commercial understanding, including P&L, budgeting, forecasting, and margin management
• Experience leading managers across multiple locations or regions
• A proven record of growing aftermarket revenue and improving profitability
• Experience developing technicians, managers, and customer-facing teams
• A collaborative leadership style
• Strong communication, relationship-building, and organisational skills
• The ability to improve an established operation without unnecessarily rebuilding it

Benefits

• Base salary
• Performance-based bonus
• Company vehicle
• Company benefits package
• Relocation assistance where required