Product Support Manager

About the role

The Product Support Manager provides leadership and supervision of location supervisors. They will oversee location service operations within annual budget projections and maintain superior customer and employee relations, resulting in support of above-average CSP, PINS, FMRG, and DCAL. They are responsible for managing operations across their specific locations, Service Centers, Field Service, and administrative tasks.

Responsibilities

• Provide leadership and supervision of location supervisors.
• Oversee location service operations within annual budget projections.
• Maintain superior customer and employee relations to support above-average CSP, PINS, FMRG, and DCAL.
• Manage operations across specific locations, Service Centers, Field Service, and administrative tasks.

Requirements

• Six years of service and parts experience required.
• Six years of managerial responsibility required.

Qualifications

• High school diploma or equivalent required.
• A two- or four-year degree in a related field is preferred.

Skills

• People-oriented and sales‑driven: customer, territory, budget, cost control, and employee management skills.
• Ability to handle multiple tasks and teamwork ethic.
• Knowledge of construction equipment.
• Ensure timely, effective resolution of customer concerns and complaints to maintain high customer satisfaction.
• Develop and implement strategies to improve product support processes and procedures.
• Train and mentor team members on product knowledge and customer service skills.
• Collaborate with cross‑functional teams to identify and address product issues and improve overall customer experience.

Benefits

• 401(k): Match and employer discretionary contribution.
• Health Insurance: Two options are available, including an HSA with a dollar‑for‑dollar match of up to $1,200 per year.
• Dental & Vision Insurance: Comprehensive coverage options.
• Financial Access: Credit union membership is available.
• Insurance: Life Insurance, Short‑Term Disability, and Long‑Term Disability coverage.
• Educational Opportunities: Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.

Pay

Base pay, annual bonus potential, and company success share bonuses.