Area Manager of Product Support

Brandt Industries USA Ltd; Hudson (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

Brandt Industries USA Ltd. is seeking an Area Manager of Product Support to join our team. This remote, territory-based role covers dealers across the United States, requiring extensive travel and hands-on trailer experience.

You will diagnose field issues, support repair execution, and provide warranty recommendations in coordination with our Technical Support team. This role emphasizes independent work and close collaboration with Sales and Product teams.

Qualifications

• Hands-on experience with heavy haul/utility trailers or similar equipment.
• Ability to diagnose field issues and coordinate with teams to resolve complex problems.
• Experience working with dealer networks and customers in a service role.

Responsibilities

• Maintain strong relationships with service and parts personnel at dealers.
• Diagnose, support, and resolve trailer service issues in the field.
• Lead response to complex product failures, including on-site support.
• Provide field input to Warranty team for timely adjudication.
• Assist in administering Warranty and Product Improvement Programs.
• Gather and report failure data with trailer configuration and operating conditions.
• Travel with dealer representatives to collect field information and verify setups.
• Communicate with dealers, Territory Managers, and internal teams for alignment.
• Provide feedback to Technical Support for root-cause analysis and improvements.
• Monitor customer and dealer satisfaction after issue resolution.
• Support field update plans and Product Improvement Program execution.
• Promote parts programs and dealer engagement.

Skills

Trailer field service

Field diagnostics

Warranty input & claims

Dealership coordination

Technical communication

Education

Mechanical Technologist/Journeyperson

Tools

Diagnostic tools

Warranty software

Job description

Brandt Industries USA Ltd. is currently seeking a motivated and technically skilled Area Manager of Product Support to join our team supporting our Heavy Haul Trailers and Work Ready Trailers across our dealer network. This remote, territory-based role supports dealers across large geographic regions within the United States and requires extensive travel.

This position plays a key role in supporting dealers and customers by strengthening dealer service capability, diagnosing field issues in coordination with Brandt’s Technical Support team, supporting repair execution, providing field-based warranty recommendations, and ensuring completion of Product Improvement Programs. The role is highly field focused and suited to someone with hands-on trailer industry experience who is comfortable working independently while collaborating closely with Sales, Technical Support, and Product teams.

Who We Are

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.

That’s Powerful Value, Delivered.

What You Will Be Responsible For

• Maintain strong working relationships with Service and Parts personnel at dealerships supporting Heavy Haul Trailers and Utility Trailers
• Work directly with dealers and customers to diagnose, support, and resolve trailer service issues in the field
• Lead and coordinate response to complex or high-impact product failures, including on-site support as required
• Provide field-based technical input and recommendations to the Warranty team to support accurate and timely warranty claim adjudication
• Assist in administering Company Warranty and Product Improvement Programs
• Gather, document, and report clear, complete, and accurate failure data on recurring or unresolved issues, including trailer configuration, application, operating conditions, and failure mode
• Assess real-world trailer application and usage to identify potential setup, operating, or application-related contributors to failures
• Travel with dealer representatives as required to gather field information, verify configuration and setup, take measurements and photos, observe operating methods, and support dealer technicians with engineering-approved adjustments or repairs coordinated through Technical Support
• Communicate directly with dealers, Territory Managers, and internal teams to ensure alignment and continuity throughout the issue resolution process
• Provide structured field feedback to Technical Support to support root cause analysis, escalation, and continuous product improvement
• Monitor customer and dealer satisfaction following issue resolution and support follow-up actions as required
• Support field update plans, service communications, and Product Improvement Program execution
• Promote Parts programs and support parts sales growth through technical credibility and dealer engagement
• Support dealer readiness by encouraging appropriate parts stocking and service capability for Brandt products
• Assist in the development and delivery of dealer service and warranty training
• Provide secondary product support for Brandt-manufactured Attachments, primarily related to setup, configuration, and application
• Contribute to and support the overall Customer Support Strategy in coordination with Sales and Product teams
• Travel extensively across the assigned territory, up to 70 percent, including extended and irregular trips driven by customer or dealer needs

What We Look For

• Hands-on experience supporting or servicing Heavy Haul Trailers, Utility Trailers, or similar trailer or transport equipment
• Solid working knowledge of trailer systems, including axles, suspension, braking, steering, hydraulics, electrical, and structural components
• Ability to diagnose field issues, assess application and usage, and support failure analysis to identify root causes
• Experience working directly with dealers or customers in a technical support, service, or field-based role
• Comfortable working independently in a field-focused position while coordinating with internal support teams
• Strong written and verbal communication skills, including clear technical documentation
• High level of customer focus, professionalism, and sound technical judgment
• Willingness and ability to travel extensively across large geographic territories, including extended and irregular trips
• Mechanical Technologist, Journeyperson, or other relevant technical education and experience is considered an asset
• Valid Driver’s License

When you work for Brandt, we work for you. It’s as simple as that.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.