Global Aftersales & Product Support Leader

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

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.