East Coast Regional Product Support Leader

SDLG NORTH AMERICA CORP.; Oregon; Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

Car allowance

Job summary

SDLG North America is seeking a Regional Product Support Manager to provide technical support and strengthen dealer service capabilities across the East Coast territory. This role blends remote troubleshooting with regular dealer and field visits to resolve equipment issues, support warranty investigations, and improve service effectiveness.

The ideal candidate has practical heavy equipment experience, strong diagnostic skills, and the ability to work independently while traveling frequently.

Qualifications

• 5+ years in heavy equipment service or technical support.
• Ability to diagnose diesel engines, powertrain, hydraulic, electrical, and CAN systems.
• Strong communication with dealers and internal teams.
• Willingness to travel 60–70%.

Responsibilities

• Provide remote and on-site technical support to dealer service teams.
• Gather symptoms and conditions to create diagnostic plans.
• Prioritize machine-down cases and escalate per escalation standard.
• Diagnose diesel, powertrain, hydraulic, electrical and CAN issues.
• Maintain ownership from case initiation to resolution.
• Keep dealers informed on case progress and needs.
• Maintain complete records in the CRM with tests and communications.
• Support warranty troubleshooting with documented evidence.
• Coordinate with parts, service and factory teams.
• Coach dealers and identify training needs.
• Plan visits and provide concise updates to leadership.

Skills

Heavy equipment experience

Diesel engine diagnostics

Remote troubleshooting

Field visit logistics

CRM familiarity

Tools

CRM software experience

Job description

SDLG North America is seeking a Regional Product Support Manager to provide technical support and strengthen dealer service capabilities across the East Coast territory. This role blends remote troubleshooting with regular dealer and field visits to resolve equipment issues, support warranty investigations, and improve service effectiveness.

The ideal candidate has practical heavy equipment experience, strong diagnostic skills, and the ability to work independently while traveling frequently.