Sr. Regional Product Support Manager

About the role

The Regional Product Support Manager (RPSM) provides second-level service support across the assigned region, working closely with the distribution network, OEM partners, customers, and internal teams in the Mining/Oil & Gas industry. This role helps resolve customer complaints, supports warranty-related decisions, and drives effective communication and follow-through on field service issues.

Responsibilities

• Provide second-level service support to the distribution network while maintaining clear and regular communication between the field, customers, and internal teams.
• Partner with the distribution network to quickly address customer complaints, resolve service concerns, and strengthen the overall customer experience.
• Prepare and deliver professional service-related presentations to customers, management, and internal staff.
• Oversee and perform field inspections of failed parts to identify primary cause of failure, document findings through company reporting protocols, and support actions that reduce future incidents.
• Make informed recommendations and decisions on next steps for warranty-related situations while following established company procedures and protocols.
• Travel up to 75% within the assigned area of responsibility, with some international travel as required.

Requirements

• 9+ years of service support experience in lieu of a degree, OR Associate degree in engineering or business with 7+ years of service support experience, OR Bachelor’s degree in engineering or business with 5+ years of service support service experience, OR Master’s degree in engineering or business with 3+ years of service support experience, OR JD/PhD in engineering or business with 1+ years of service support experience

In order to be eligible for consideration, you must be a U.S. Citizen or U.S. Permanent Resident. Applicants must be authorized to work for any employer in the U.S. without sponsorship.

Preferred Requirements

• Experience providing technical or product support for diesel or gas engines, power generation systems, heavy equipment, or related industrial products.
• Strong customer-facing communication skills, including the ability to present service findings, recommendations, and technical information to customers, distributors, and leadership.
• Experience investigating field failures, identifying root cause, documenting findings, and recommending corrective actions to reduce repeat incidents.
• Knowledge of warranty, service escalation, or claims processes within an aftersales, distribution, OEM, or dealer network environment.
• Experience supporting customers in mining, oil and gas, power generation, or other mission-critical industrial markets.

Skills

Not specified

Benefits

Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan.