Director Product Support - NZ

brandttractor; Pukekohe; On-site; NZD 180,000 - 280,000; Full time

Job summary

Brandt New Zealand is seeking a Director of Product Support to lead a world-class aftersales operation across our New Zealand network. You will shape customer experience, profitability, and service performance in partnership with branch leadership and key manufacturers.

The role demands strategic thinking, strong leadership, and the ability to drive national standards, training programs, and continuous improvement across parts, warranty, field support, and service delivery.

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.
• Ability to build strong relationships with internal and external stakeholders.
• Strategic thinker with a results-driven and customer-focused approach.
• Experience within agriculture, construction, forestry, heavy equipment, automotive, or related sectors would be highly regarded.

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

People leadership

Strategic thinking

Stakeholder management

Commercial acumen

Job description

ARE YOU LOOKING FOR AN EXCITING CAREER OPPORTUNITY?

Due to our continued growth and success, Brandt New Zealand has an opportunity for a Director of Product Support to join our senior leadership team.

This is a pivotal leadership role responsible for developing and leading a world-class product support operation that delivers on Brandt's customer promise of Powerful Value, Delivered. You will drive excellence across technical support, parts operations, warranty, field support, field service, training, and customer experience while ensuring the ongoing profitability and growth of the Product Support division.

What's in it for you?

• Competitive remuneration package.
• Leadership opportunity within a global organisation.
• Ongoing professional development and training opportunities.
• A collaborative and supportive leadership team.
• The chance to shape and influence Brandt's national aftersales strategy.
• Career advancement opportunities within a growing international business.

About the Role:

The Director of Product Support is responsible for delivering a consistent, premium aftersales customer experience across Brandt's New Zealand branch network. This includes responsibility for technical assistance, parts planning and logistics, warranty administration, field support, field service operations, customer support channels, and technical capability development.

The successful candidate will work closely with branch leadership, suppliers, and John Deere to ensure our customers receive the highest level of support while driving operational excellence and sustainable profitability.

Duties and Responsibilities Include:

• 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.

About you:

• 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.
• Ability to build strong relationships with internal and external stakeholders.
• Strategic thinker with a results‑driven and customer‑focused approach.
• Experience within the agriculture, construction, forestry, heavy equipment, automotive, or related sectors would be highly regarded.

About us

Brandt is a world‑leading equipment dealer powered by iconic brands and unrivalled support. With dealerships across Canada, New Zealand and Australia, we are a global team with one shared purpose. It's our mission to enable our customers to succeed by providing practical and reliable equipment solutions and support. Our customers count on Brandt to keep them moving forward, and we meet that challenge with remarkable customer service and industry‑leading brand John Deere.