Our client is looking for a Director of Product Support to lead aftermarket support, parts availability, technical service coordination, warranty support, and customer issue resolution for equipment customers. This role is focused on keeping customers supported after the sale and ensuring equipment, parts, and service resources are aligned with business needs.

The successful candidate will understand equipment support, service coordination, parts operations, and customer expectations in construction, industrial, building equipment, or heavy machinery environments. This person should be comfortable working with customers, technicians, suppliers, and internal teams.

Key Responsibilities

• Lead product support functions across parts, service coordination, warranty support, and customer issue resolution.
• Improve aftermarket support processes, response times, and customer communication.
• Work with service, warehouse, sales, and supplier teams to ensure parts and support availability.
• Monitor service trends, recurring product issues, warranty claims, and customer concerns.
• Support technicians, service teams, and customer-facing employees with product-related guidance.
• Manage supplier communication related to product support, parts, warranties, and technical issues.
• Track performance metrics related to response time, parts availability, warranty resolution, and customer satisfaction.

Requirements

Minimum of 5 years of leadership experience in product support, aftermarket support, equipment service, parts management, or technical customer support.

Experience in construction equipment, industrial equipment, building equipment, heavy machinery, or a similar field preferred.

Strong understanding of parts availability, service support, warranty processes, and customer issue resolution.

Experience leading teams or coordinating cross-functional support.

Strong communication, technical problem-solving, and vendor management skills.

Comfortable using ERP, inventory, service, or CRM systems.

Valid driver’s license and ability to travel locally or regionally as needed.

Benefits

Competitive salary: $100,000 to $125,000, depending on experience.

Performance-based bonus potential.

401(k) plan.

Health, dental, vision, and disability insurance.

Paid time off and holidays.

Opportunity to strengthen aftermarket service and customer support functions.

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