Product Support Manager - Southwest

Herk & Associates - Heavy Equipment Jobs; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Herk & Associates - Heavy Equipment Jobs is seeking a Product Support Manager based in the Southwest to provide technical support and training across California, Nevada, Utah, Colorado, New Mexico, and Arizona. The role is field-based with substantial travel and requires a strong background in heavy equipment service and product support.

Responsibilities include serving as the primary technical contact for dealers and customers, troubleshooting hydraulic attachment issues, and delivering

Qualifications

• Experience in heavy equipment service or product support is required.
• Ability to troubleshoot hydraulic and mechanical issues in the field.
• Experience with excavators and hydraulic attachments preferred.
• Comfortable delivering hands-on training to technicians and dealers.
• Strong communication and problem-solving skills; able to work independently.

Responsibilities

• Serve as the primary technical point of contact for dealers, technicians, and customers in the Southwest.
• Troubleshoot hydraulic attachment and carrier-related issues on excavators, skid steers, track loaders and similar equipment.
• Provide technical support for hydraulic breakers, demolition attachments, crushers, shears, pulverizers, grapples, and other attachments.
• Visit dealer locations to provide hands-on technical and product training for service teams.
• Travel 65-75% to visit dealer service departments and customer locations.

Skills

Heavy equipment service

Field service

Product support

Troubleshooting

Training

Tools

diagnostics tools

hydraulic testing equipment

Job description

** Candidates should be based in one of the following states near a major airport**

• Arizona
• California
• New Mexico
• Utah

A leading heavy equipment attachment manufacturer is seeking a Product Support Manager based in the Southwest to provide technical support and training throughout California, Nevada, Utah, Colorado, New Mexico, and Arizona. This field-based position will serve as a key technical resource for equipment dealers, service departments, technicians, and customers using hydraulic attachments in demanding construction and demolition applications.

The ideal candidate has a strong heavy equipment service or product support background, enjoys troubleshooting complex equipment issues, and is comfortable teaching others. This is a highly autonomous role for someone who can assess a problem, coordinate the appropriate resources, and take ownership of an issue through resolution.

Responsibilities

• Serve as the primary technical point of contact for dealers, technicians, and customers throughout the Southwest territory.
• Troubleshoot hydraulic attachment and carrier-related issues involving excavators, skid steers, track loaders, mini excavators, and similar equipment.
• Provide technical support for hydraulic breakers, demolition attachments, crushers, shears, pulverizers, grapples, compactors, and other specialty attachments.
• Assist dealer technicians with equipment installations, diagnostics, repairs, and application questions.
• Identify appropriate replacement parts and coordinate with internal teams to resolve customer issues efficiently.
• Support warranty evaluation and resolution, gathering the necessary technical information and following issues through completion.
• Visit dealer locations to provide hands-on technical and product training for service teams.
• Help dealer technicians develop the knowledge and confidence to diagnose and service equipment independently.
• Support equipment demonstrations and provide technical guidance on proper attachment operation and applications.
• Build strong relationships with dealer service managers, technicians, and customers throughout the territory.
• Work independently to prioritize customer needs, schedule dealer visits, and manage technical issues across a large geographic region.
• Represent the manufacturer professionally while maintaining a strong focus on equipment uptime and customer satisfaction.
• Travel approximately 65-75%, typically flying into the territory to visit dealer service departments and customer locations.

Qualifications

• Strong background in heavy equipment service, product support, field service, or equipment maintenance.
• Experience troubleshooting hydraulic, mechanical, and equipment-related issues.
• Experience with excavators and hydraulic attachments strongly preferred.
• Ability to operate excavators and demonstrate attachments is highly desirable.
• Experience with demolition equipment, hydraulic breakers, crushers, shears, or similar attachments is a plus.
• Strong problem-solving skills with the ability to independently assess technical issues and drive them through resolution.
• Comfortable communicating with technicians, service managers, dealers, and equipment owners.
• Ability and willingness to provide hands-on technical training and explain complex equipment issues clearly.
• Strong relationship-building, organization, and follow-through skills.
• Self-motivated and comfortable working independently from a home-based office.
• Willingness to travel approximately 65-75% throughout the territory.
• Must reside within the Southwest territory with convenient access to a major airport.