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

WIRTGEN AMERICA is a member of the WIRTGEN GROUP and a John Deere Company, specializing in the sales and service of road construction equipment and mining machinery under the brands WIRTGEN, VÖGELE, HAMM, and KLEEMANN. We build our company with people who align with our values and culture, focusing on a “Close to Our Customer” mindset. This remote position requires residency in WA, OR, ID, or NV.

About the role

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 role works directly with dealers, customers, and end users to ensure effective product support, technical expertise, and operational excellence. The RPSM uses Dealer Success tools, metrics, and KPIs to assess dealer performance, identify capability gaps, and develop targeted improvement plans.

Responsibilities

• Dealer Performance, Coaching & Development
  • Serve as the 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.
• Field Support & Issue Resolution
  • 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 approved Dealer Success metrics and scorecards.
  • Provide management with detailed reports on dealer capabilities, customer issues, operational readiness, and improvement progress.
• Summary of the Three R's in Action
  • 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.

Requirements

• Bachelor’s degree or equivalent from a four-year college or university; or five to seven years of 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.

Physical Demands

• Frequently required to talk and hear, sit, stand, and walk.
• Gross hand and finger dexterity; occasionally reach outward with hands and arms.
• Rarely climb or balance, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, color vision, depth perception, and ability to adjust focus.

Work Environment

• Frequently working at off-site locations with exposure to moving mechanical parts, high or precarious places, and outside weather conditions.
• Travel requirement for this position is 50%.
• The noise level in the work environment is usually moderate.