Director of Product Support #0405MB

Keller Executive Search; Miami (FL); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Performance-based bonus potential

401(k) plan

Health insurance

Paid time off and holidays

Job summary

Keller Executive Search is seeking a Director of Product Support based in Miami, Florida. This role leads aftermarket support and ensures customer satisfaction for equipment users. Responsibilities include coordinating service and warranty support while managing supplier relationships.

The ideal candidate should have over 5 years of relevant experience, particularly in construction or heavy machinery. The company offers a competitive salary up to $125,000 and comprehensive benefits including health insurance and a 401(k) plan.

Qualifications

• Minimum of 5 years in product support, aftermarket support, or similar.
• Experience in heavy machinery or construction equipment preferred.
• Strong understanding of warranty processes and customer issue resolution.

Responsibilities

• Lead product support functions and improve support processes.
• Work with cross-functional teams for parts and service availability.
• Track performance metrics related to customer satisfaction.

Skills

Leadership in product support

Customer communication

Technical problem-solving

Vendor management

Tools

ERP systems

CRM systems

Job description

Our client is looking for a Director of Product Support to lead aftermarket support, parts availability, technical service coordination, warranty support, and customer issue resolution for equipment customers. This role is focused on keeping customers supported after the sale and ensuring equipment, parts, and service resources are aligned with business needs.

The successful candidate will understand equipment support, service coordination, parts operations, and customer expectations in construction, industrial, building equipment, or heavy machinery environments. This person should be comfortable working with customers, technicians, suppliers, and internal teams.

Key Responsibilities

• Lead product support functions across parts, service coordination, warranty support, and customer issue resolution.
• Improve aftermarket support processes, response times, and customer communication.
• Work with service, warehouse, sales, and supplier teams to ensure parts and support availability.
• Monitor service trends, recurring product issues, warranty claims, and customer concerns.
• Support technicians, service teams, and customer-facing employees with product‑related guidance.
• Manage supplier communication related to product support, parts, warranties, and technical issues.
• Track performance metrics related to response time, parts availability, warranty resolution, and customer satisfaction.

Qualifications and Experience

• Minimum of 5 years of leadership experience in product support, aftermarket support, equipment service, parts management, or technical customer support.
• Experience in construction equipment, industrial equipment, building equipment, heavy machinery, or a similar field preferred.
• Strong understanding of parts availability, service support, warranty processes, and customer issue resolution.
• Experience leading teams or coordinating cross‑functional support.
• Strong communication, technical problem‑solving, and vendor management skills.
• Comfortable using ERP, inventory, service, or CRM systems.
• Valid driver’s license and ability to travel locally or regionally as needed.

Competitive salary: $100,000 to $125,000, depending on experience.

Performance‑based bonus potential.

401(k) plan.

Health, dental, vision, and disability insurance.

Paid time off and holidays.

Opportunity to strengthen aftermarket service and customer support functions.

Equal Employment Opportunity Statement

Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status.