Area Manager of Product Support

Brandt Group of Companies; Regina; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Area Manager of Product Support to enhance dealer service capabilities. This role involves engaging with dealers to improve parts sales, resolving service issues, and providing essential training. With a focus on customer satisfaction, you will gather insights and drive continuous improvements while traveling up to 70% of the time. Join a dynamic team where your expertise will directly impact product support and customer experiences, making a significant difference in the industry.

Qualifications

• Strong technical knowledge of equipment and ability to resolve service issues.
• Experience in customer relationship management and fieldwork.

Responsibilities

• Promote parts booking programs and maintain relationships with dealers.
• Travel to diagnose service issues and assist with product improvements.
• Gather and document failure data and monitor customer satisfaction.

Skills

Customer Relationship Management

Problem Solving

Technical Knowledge of Equipment

Communication Skills

Fieldwork Experience

Education

Bachelor's Degree in Engineering or related field

Technical Certification

Job description

Brandt is currently seeking a passionate and vibrant Area Manager of Product Support to join our Regina, SK team. This position plays a critical role in strengthening Brandt’s dealer service capabilities by working closely with Dealer Service and Parts teams to improve support, ensure appropriate parts inventory, and provide training on systems and processes. The role involves fieldwork to diagnose and resolve service issues, assist with product improvement programs, and ensure proper equipment setup. Acting as a key liaison between dealers, customers, and internal teams, this role gathers field insights, reports technical issues, and drives continuous product and service improvements to enhance customer satisfaction.

Duties and Responsibilities

• Promote Parts Booking programs and work with dealers to grow parts sales.
• Maintain strong relationships with the Service and Parts personnel at the dealership.
• Work with dealers to resolve service issues that may arise on Brandt products.
• Assist in administering company product warranty/Product Improvement Program (PIP).
• Responsible for gathering and documenting failure data (i.e. equipment size, configuration, type, and mode of failure) on recurring failures where there is not a known resolution.
• Travel with a dealer representative to the field to:
• Gather further information in a timely manner.
• Confirm alignment, configuration, and proper setup.
• Take measurements, gather environmental data, and observe operating methods.
• Instruct dealer tech on minor adjustments or installations as required based on Engineering approved modifications.
• Make follow-up calls.
• Communicate directly with dealers, Territory Managers, and other internal departments to maintain relationships with the customer throughout the failure and product resolution time.
• Make recommendations and work with Platform leads and Quality/Operations on resolution.
• Continue to investigate field issues until resolution is found.
• Monitor customer/dealer satisfaction upon resolution.
• In major failures, lead and coordinate the repair efforts with the Dealer, TM, and any necessary internal departments using all necessary resources available.
• Travel requirement up to 70% on an as-needed basis.
• Contribute to and implement the Customer Support Strategy in coordination with the TM for each dealer.
• Assist the Service team in the development of training materials.
• Provide dealer service and warranty training.