Director of National Product Support

Litherland & Co.; Toronto; On-site; CAD 150,000 - 190,000; Full time

Job summary

Litherland & Co. is seeking a Director, National Product Support to provide national leadership for aftersales performance across parts, service and warranty.

You will lead Product Support Managers, set standards, and partner with dealers and international teams to enhance profitability, technical capability and customer satisfaction. The role requires 40-50% travel across Canada, with strong collaboration across service, engineering, and dealer networks.

Qualifications

• Progressive experience in product support, aftersales, service, warranty, or dealer operations.
• Experience leading remote or regional teams with clear accountability.
• Strong understanding of aftersales impact on dealer profitability and customer loyalty.
• Experience developing multi-region strategies, governance, and reporting.

Responsibilities

• Develop and execute the national product support strategy across parts, service, and warranty.
• Lead and develop a geographically dispersed team of Product Support Managers.
• Establish KPIs at national and territory levels for parts sales and service performance.
• Collaborate with dealers, leadership, and international partners to improve profitability and satisfaction.
• Promote technical training opportunities and strengthen dealer capabilities.

Skills

Product support

Aftersales

Warranty

Team leadership

Strategic planning

Education

University degree

MBA

College diploma

Licensed technician designation

Tools

Dealer management systems

Diagnostics

Telematics

Job description

Our client is a global leader in agricultural and construction equipment, headquartered in the Greater Toronto Area, with sales and distribution across Canada. The Director, National Product Support will provide national leadership and strategic direction for aftersales performance across parts, service, and warranty. This position will lead a team of Product Support Managers and establish consistent practices, performance standards, and dealer support programs across all Canadian territories. The Director will work closely with the company's dealer network, Canadian leadership team, and international service and engineering partners to strengthen dealer profitability, technical capability, and customer satisfaction.

Reporting to the Vice President of Sales, Marketing, and Dealer Development, you will:

• Develop and execute the national product support strategy, establishing priorities, performance targets, and standardized practices across parts, service and warranty.
• Lead, coach, and develop a geographically dispersed team of Product Support Managers, creating accountability for territory performance and departmental objectives.
• Establish and manage national and territory-level KPIs related to parts sales, extended warranty penetration, maintenance programs, dealer performance and customer experience.
• Use reporting, benchmarking, and performance reviews to identify regional inconsistencies, align dealers with aftersales priorities and support continuous improvement.
• Strengthen dealer technical competency by promoting participation in technical programs, identifying capability gaps, and collaborating with Learning and Development, Warranty and external technical experts and local schools on training opportunities.
• Lead regional parts and service meetings, contribute to national dealer meetings and participate in Product Support and National Dealer Advisory Boards.
• Guide the introduction, adoption, and consistent use of dealer operational systems, warranty processes, diagnostic tools, artificial intelligence, telematics, e-commerce platforms, and other emerging technologies.
• Establish a disciplined approach to customer and dealer feedback, including NPS and other insight tools, to identify trends and embed corrective actions across the dealer network.
• Oversee goodwill expenditures, warranty campaign audits and completion, operational budgets, and other administrative and governance responsibilities within Product Support.
• Serve as a senior liaison among dealers, customers, head office, and Canadian and international service and engineering teams, ensuring policies and procedures are current, consistently communicated, and applied fairly.
• Collaborate across Service and Engineering, Training, Customer Service, Dealer Support, Warranty, Sales, Dealer Development, National Accounts, and other internal functions to advance corporate objectives.

Your background includes:

• A university degree, MBA, college diploma, licensed technician designation, or an equivalent combination of education and relevant industry experience.
• 10+ years of progressive experience in product support, aftersales, service, warranty, parts, or dealer operations within the agricultural, construction, heavy equipment, or a related industry.
• Demonstrated experience leading and developing remote or regionally dispersed teams, with the ability to establish clear expectations and performance accountability.
• Strong commercial understanding of the relationship among aftersales performance, dealer profitability, customer retention and equipment lifecycle value.
• Experience developing national or multi-region strategies, performance measures, governance practices, and reporting processes.
• A record of working effectively with independent dealers or channel partners and influencing operational improvement without direct authority.
• Familiarity with dealer management systems, digital service tools, diagnostics, connected equipment, telematics, and evolving equipment technologies.
• Strong business, financial and analytical capabilities, including experience managing operational budgets and using performance data to guide decisions.
• Clear communication and stakeholder-management skills, with the ability to work effectively across dealer, customer, corporate and international teams.
• The ability to communicate effectively in both English and French is preferred.

This position is based in the Greater Toronto Area and requires approximately 40-50% travel across Canada, with occasional international travel.

Litherland & Co. is dedicated to fair and equal opportunities for all applicants. Candidates are selected upon the highest level of equity, diversity, and inclusion across the organization and throughout its hiring process. If you are selected for an interview and require accommodations, arrangements will be made for your convenience throughout the recruitment.