Director of Product Support & Aftersales Leadership

Brandt Tractor; Hamilton; On-site; NZD 180,000 - 260,000; Full time

Job summary

Brandt New Zealand is seeking a Director of Product Support to lead a world-class aftersales operation across the NZ branch network. You will drive technical support, parts logistics, warranty, field service, training, and customer experience while ensuring profitability and growth.

You will partner with branch leadership, suppliers, and John Deere to deliver premium customer service, develop national standards, and build high-performing teams.

Qualifications

• Proven senior leadership experience within product support, service operations, aftersales, or a related industry.
• Strong commercial and business management skills.
• Demonstrated experience leading large, geographically dispersed teams.
• Excellent people leadership, coaching, and talent development capabilities.
• Strong understanding of technical support, service operations, parts management, and warranty processes.

Responsibilities

• Lead and manage all Product Support operations across New Zealand.
• Drive aftersales profitability, operational performance, and customer satisfaction.
• Develop and implement national service standards, processes, and reporting frameworks.
• Lead and develop high-performing teams through coaching, mentoring, recruitment, and succession planning.
• Oversee parts planning, warehousing, and logistics operations.
• Manage warranty administration, claim quality, and recovery performance.
• Support product launches, technical campaigns, Product Improvement Programs (PIPs), and field readiness initiatives.
• Ensure the delivery of technical training and upskilling programs in partnership with technical trainers.
• Develop best-practice guides, troubleshooting processes, and technical resources.
• Monitor product reliability trends and provide feedback to manufacturers and suppliers.
• Drive improvements in diagnostic accuracy, first-time fix rates, uptime, and customer satisfaction.
• Identify opportunities for business growth, continuous improvement, and cost reduction.
• Participate in senior leadership discussions and contribute to strategic business decisions.

Skills

Senior leadership

Product support

Service operations

Aftersales

Stakeholder management

Strategic thinking

People leadership

Job description

Brandt New Zealand is seeking a Director of Product Support to lead a world-class aftersales operation across the NZ branch network. You will drive technical support, parts logistics, warranty, field service, training, and customer experience while ensuring profitability and growth.

You will partner with branch leadership, suppliers, and John Deere to deliver premium customer service, develop national standards, and build high-performing teams.