Regional Product Support Manager - Remote (Residency in WA, OR, ID or NV required)

The Regional Product Support Manager (RPSM) is a key member of the Dealer Success team, responsible for strengthening dealer performance and capabilities across an assigned region. This position works directly with dealers, customers, and end users to ensure effective product support, technical expertise, and operational excellence.

About the Role

• Primary regional contact supporting dealer performance, service operations, technical capability, and customer support maturity.
• Use Dealer Success tools, metrics, and KPIs to evaluate dealer operational performance, identify gaps, and guide improvement actions.
• Conduct dealer visits to coach service and product support teams, align on performance expectations, and ensure consistent adoption of best practices.
• Support development and execution of the Dealer Development Plan, including multi-year strategies for service capability, training, staffing, tooling, and customer support readiness.
• Coordinate cross functional support with engineering, parts, customer service, and product management to resolve dealer and customer issues quickly and effectively.
• Analyze technical trends and recurring issues, recommending design or process changes to improve product reliability.
• Identify and coordinate dealer and customer training based on performance and needs.
• Assess dealer personnel competencies and identify training needs using Dealer Success KPIs and skills evaluations.
• Work with Service Training, Parts, Sales, and internal departments to support aligned training plans and improvement initiatives.
• Build strong, trust-based relationships with dealers, customers, and internal teams to ensure a high-value customer support experience.
• Maintain regular communication with dealers regarding product updates, service bulletins, equipment improvements, and support resources.
• Act as the voice of the customer and dealer by relaying field feedback to management to drive operational and product enhancements.
• Record and analyze findings from dealer visits, inspections, and technical reviews.
• Communicate quality and service issues to internal teams with accurate documentation and timely reports.
• Track dealer performance trends using the approved Dealer Success metrics and scorecards.
• Provide management with detailed reports on dealer capabilities, customer issues, operational readiness, and improvement progress.

Essential Duties And Responsibilities

• Readiness - Build strong dealer relationships, facilitate collaboration with Wirtgen Group Leadership, analyze dealer performance using KPIs, and support action plans that drive continuous improvement.
• Resources - Provide training and guidance, promote the use of Wirtgen Group processes and tools, connect dealers with support resources, and encourage continuous learning and operational excellence.
• Resolutions - Serve as the primary point of contact for escalated issues, coordinate cross-functional support, lead de-escalation efforts, and drive corrective actions to improve support outcomes.

Education / Experience & Skills

• Bachelor’s degree or equivalent from four year college or university school; or five to seven years related experience and/or training; or equivalent combination of education and experience.
• Fundamental knowledge of road construction equipment practices including milling, cold recycling, paving, compaction, crushing, and screening as well as technical and mechanical systems knowledge.