Head of Aftermarket Product Support

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.

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.

Keller is a recruitment agency that provides services to clients ranging from startups and non profits to multinational corporations. Keller emphasizes ethical search processes, attentive candidate care, and leadership placements that support long-term client outcomes.

To learn more about the firm and about our candidate services - please visit

Florida Executive Search, Recruiters, and Headhunters

Equal Employment Opportunity and Non-Discrimination Policy

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.

Commitment to Diversity: Keller Executive Search and its clients are committed to fostering a diverse and inclusive work environment where all individuals are valued and respected.

Reasonable Accommodations: Both Keller Executive Search and our clients are committed to providing reasonable accommodations to individuals with disabilities and pregnant individuals. We engage in an interactive process to determine effective, reasonable accommodations.

Compensation Information: For client positions, compensation information is available in the job post. If not provided, it will be shared during the interview process in accordance with applicable laws. When required by law, salary ranges will be included in job postings. Actual salary may depend on skills, experience, and comparison to current employees in similar roles. Salary ranges may vary based on role and location.

Compliance with Laws: Both Keller Executive Search and our clients comply with federal, state, and local laws governing nondiscrimination in employment. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Workplace Harassment: Both Keller Executive Search and our clients expressly prohibit any form of workplace harassment based on race, skin color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

E-Verify Participation: Keller Executive Search and/or our clients may participate in E-Verify. Information about E-Verify participation will be provided during the application process where applicable.

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• Colorado, Nevada, New York City, California, and Washington Residents: Compensation information is available in the job post or will be provided during the interview process if not initially available.
• Both Keller Executive Search and our clients are committed to pay equity and conduct periodic pay equity analyses in accordance with applicable laws.

State-Specific Information:

• Rhode Island: We do not request or require salary history from applicants.
• Connecticut: We provide wage range information upon request or before discussing compensation.
• New Jersey: We do not inquire about salary history unless voluntarily disclosed.

Veteran Status: Both Keller Executive Search and our clients provide equal employment opportunities to veterans and comply with applicable state laws regarding veteran preference in employment. If you are a veteran, please inform us during the application process.

Use of Artificial Intelligence in Recruitment

Keller Executive Search and our clients may use artificial intelligence (AI) tools to assist in the recruitment and candidate evaluation process. These tools are used exclusively to support human decision-making by helping to review and assess candidate qualifications and materials. AI is never used to automatically reject, disqualify, or make final hiring decisions about candidates. All AI-assisted evaluations are reviewed by experienced recruitment professionals, and all hiring decisions are made by qualified human recruiters. Our use of AI is designed to enhance fairness, consistency, and efficiency while maintaining our commitment to equal employment opportunity and non-discrimination principles.

Genetic Information: In accordance with federal and state laws, both Keller Executive Search and our clients do not discriminate based on genetic information. We do not request or require genetic information from applicants or employees, except as permitted by law.

Local Laws: Both Keller Executive Search and our clients comply with all applicable local laws and ordinances regarding employment practices in the areas where we operate.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.