Area Manager of Product Support

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

Job summary

An established industry player is seeking an Area Manager of Product Support to enhance dealer service capabilities. This dynamic role involves working closely with dealers to improve support and training, diagnose service issues, and drive product improvements. The ideal candidate will travel extensively, engaging with customers and internal teams to ensure satisfaction and resolve technical challenges. If you are passionate about customer service and technical support, this is an exciting opportunity to make a significant impact in the field.

Qualifications

• Experience in customer service and technical support roles.
• Strong communication skills and ability to work with dealers.

Responsibilities

• Promote Parts Booking programs and grow parts sales.
• Travel with dealer representatives to resolve service issues.
• Lead repair efforts and ensure customer satisfaction post-resolution.

Skills

Customer Relationship Management

Technical Support

Fieldwork Diagnosis

Parts Inventory Management

Training Development

Education

Bachelor's Degree in Engineering or related field

Certification in Customer Service

Job description

Brandt is currently seeking an Area Manager of Product Support in our Edmonton, Red Deer, or Calgary location.

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

1. Promote Parts Booking programs and work with dealers to grow parts sales.
2. Maintain strong relationships with Service and Parts personnel at dealerships.
3. Work with Dealers to resolve service issues on Brandt products.
4. Assist in administering the company's warranty and Product Improvement Program (PIP).
5. Gather and document failure data (e.g., equipment size, configuration, failure mode) on recurring failures without known resolutions.
6. Travel with a dealer representative to the field to:

• Gather information promptly.
• Confirm equipment alignment, configuration, and setup.
• Take measurements, gather environmental data, and observe operation methods.
• Instruct dealer technicians on minor adjustments or installations based on engineering-approved modifications.
• Make follow-up calls to ensure issues are addressed.

Communicate directly with dealers, Territory Managers, and other internal departments to maintain customer relationships during failure and resolution processes.

Make recommendations and collaborate with Platform leads and Quality/Operations teams on resolutions.

Investigate field issues until resolved.

Monitor customer and dealer satisfaction post-resolution.

Lead and coordinate repair efforts in major failures with the dealer, TM, and internal departments, utilizing all available resources.

Travel up to 70% as needed.

Contribute to and implement the Customer Support Strategy in coordination with the TM for each dealer.

Assist the Service team in developing training materials.

Provide dealer service and warranty training.