Product Support Manager

Ohio Machinery Co.; Troy (OH); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) match

HSA health plan

Dental & Vision Insurance

Credit union

Job summary

Ohio Machinery Co. is seeking a Product Support Manager to lead location supervisors and oversee service operations within annual budget projections. The role emphasizes maintaining superior customer and employee relations and supporting key metrics across CSP, PINS, FMRG, and DCAL.

You will manage operations across locations, service centers, field service, and administration. Responsibilities include developing strategies to improve product support processes, training team members on product

Qualifications

• High school diploma or equivalent required; a two- or four-year degree in a related field is preferred.
• Six years of service and parts experience required.
• Six years of managerial responsibility are required.

Responsibilities

• Lead and supervise location supervisors and oversee service operations within budget.
• Maintain superior customer and employee relations to support CSP, PINS, FMRG, and DCAL metrics.
• Develop strategies to improve product support processes and procedures.
• Train and mentor team members on product knowledge and customer service skills.
• Collaborate with cross-functional teams to address product issues and enhance customer experience.

Skills

People oriented

Sales driven

Customer focus

Budget management

Team leadership

Construction equipment knowledge

Education

High school diploma

Related field degree preferred

Job description

Description

FindYOURfit at Ohio Cat (A Division of Ohio Machinery Co.)!Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world. Come grow your career - See what opportunities await today!

JOB SUMMARY

The Product Support Manager provides leadership and supervision of location supervisors. They will oversee location service operations within annual budget projections and maintain superior customer and employee relations, resulting in our support of above-average CSP, PINS, FMRG, and DCAL. They are responsible for managing operations across their specific locations, Service Centers, Field Service, and administrative tasks.

JOB QUALIFICATIONS

• High school diploma or equivalent required; a two- or four-year degree in a related field is preferred.
• Six years of service and parts experience required.
• Six years of managerial responsibility are required.

KEYCOMPETENCIES

Must be people-oriented and sales-driven: customer, territory, budget, cost control, and employee management skills. Ability to handle multiple tasks and has a teamwork ethic, along with knowledge of construction equipment. Ensure timely, effective resolution of customer concerns and complaints to maintain high customer satisfaction.

• Develop and implement strategies to improve product support processes and procedures.
• Train and mentor team members on product knowledge and customer service skills.
• Collaborate with cross-functional teams to identify and address product issues and improve overall customer experience.

EMPLOYEE BENEFITS

• 401(k):Match and employer discretionary contribution.
• Health Insurance:Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.
• Dental & Vision Insurance:Comprehensive coverage options.
• Financial Access: Credit union membership is available.
• Insurance:Life Insurance, Short-Term Disability, and Long-Term Disability coverage.
• Educational Opportunities:Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.
• Compensation:Base pay, annual bonus potential, and company success share bonuses.

PHYSICAL REQUIREMENTS

While performing the duties of the job, the supervisor is occasionally required to sit, push, pull, and balance. Frequently required to stand, walk, bend, squat, kneel, balance, and use hands to finger, feel, or operate objects. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

EEO, Veterans & Disabled Employer, and VEVRAA/503 Federal Contractor.