Regional Product Support Manager - East Coast

Job Description

Job Description

Regional Product Support Manager — East Coast

Location: Home-based within the assigned East Coast territory
Reports to: VP of Aftermarket
Travel Requirement: 60–70%
Base Salary: 115,000 - 130,000 annually, depending on experience
Annual Bonus Opportunity: 15%, based on established KPI criteria
Vehicle Allowance: Participation in the company’s car allowance program, subject to policy requirements

Position Summary

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

The Regional Product Support Manager will manage assigned technical cases from initial assessment through documented resolution, coordinate diagnostic and repair activities, and communicate recurring product issues to the appropriate internal teams.

The ideal candidate brings practical heavy equipment experience, strong diagnostic skills, and the ability to work effectively with technicians and service managers. This person must be comfortable managing an independent workload, traveling frequently, and following through on technical issues while keeping dealers and internal stakeholders informed.

Essential Duties and Responsibilities

Technical Support and Case Management

• Provide remote and on-site technical support to dealer service teams throughout the assigned territory.
• Gather information about equipment symptoms, operating conditions, and previous repair attempts to establish clear diagnostic plans and next steps.
• Prioritize machine-down cases and escalate unresolved cases to the VP of Aftermarket within the established two-hour escalation standard.
• Diagnose diesel engine, powertrain, hydraulic, electrical, electronic, and CAN network issues within demonstrated technical competence, using approved service information, schematics, diagnostic tools, and safety procedures.
• Maintain ownership of assigned cases through resolution, coordinating follow-up actions and confirming closure with the dealer.
• Keep dealers and internal stakeholders informed of case progress, outstanding actions, and additional support needs.
• Maintain complete and accurate records in the CRM or designated case management system, including machine identification, symptoms, test results, photographs, communications, assigned actions, and confirmed resolutions.

Warranty and Field Issue Support

• Support warranty troubleshooting by gathering technical evidence and helping dealers document equipment failures, diagnostic findings, and repair actions.
• Follow established warranty procedures and escalate warranty disputes to the VP of Aftermarket.
• Coordinate with parts, service, and factory teams to resolve technical questions and obtain appropriate support.
• Clearly distinguish confirmed findings from suspected causes when documenting issues or requesting additional technical assistance.
• Identify recurring equipment issues and submit clear field reports and supporting evidence for internal review.

Dealer Service Development

• Assess dealer service readiness, including pre-delivery inspection practices, technician capabilities, access to service information, tooling, and diagnostic resources.
• Coach dealer technicians and service teams on approved diagnostic and repair methods.
• Identify service capability gaps and coordinate training needs with the training function.
• Share validated field findings and service feedback with the Technical Training and Documentation Manager to support practical training and technical documentation.

Territory Planning and Coordination

• Plan dealer and field visits according to open cases, dealer support needs, and territory priorities.
• Prepare for field assignments by reviewing case history, service information, tooling requirements, and site conditions.
• Provide concise updates to the VP of Aftermarket on unresolved technical issues, service risks, and dealer capability gaps.
• Work collaboratively across departments to keep technical support activities aligned and move cases toward resolution.

Required Qualifications

• At least five years of relevant heavy equipment experience in field service, dealer service, technical support, or a closely related role.
• Hands-on experience diagnosing diesel engines, powertrain, hydraulic, electrical, and electronic systems.
• Ability to use service manuals, schematics, test equipment, and a structured troubleshooting process, including CAN network diagnostics appropriate to demonstrated competency.
• Ability to explain technical findings and diagnostic steps clearly to technicians, service managers, and internal teams.
• Experience documenting technical cases, diagnostic results, and warranty-related evidence accurately.
• Sound judgment regarding when to escalate an issue or request additional technical support.
• Strong organizational skills and the ability to manage competing priorities, work independently, and follow through on commitments.
• Working proficiency with CRM or service case management systems, standard office software, and remote communication tools.
• Ability to work from a home base within the assigned East Coast territory and travel approximately 60–70%.

A college degree is not required. Candidates will be evaluated on practical heavy equipment experience, diagnostic ability, and effectiveness in supporting dealer service teams.

Preferred Qualifications

• Experience supporting a heavy equipment dealer network or working with an equipment manufacturer on technical service issues.
• Experience with warranty administration, failure analysis, or field service reporting.
• Experience coaching technicians or assessing dealer service readiness.
• Experience translating recurring field issues into practical training or technical documentation needs.

Compensation and Benefits

SDLG North America offers a base salary of 115,000 - 130,000 annually , depending on qualifications and experience. The position is also eligible for a 15% KPI-based bonus and participation in the company’s car allowance program , subject to applicable program requirements.

Additional benefits and eligibility information will be provided during the hiring process.

Work Environment and Travel

This position combines home-office case management with frequent visits to dealer facilities and equipment operating locations. Travel is expected to be approximately 60–70% .

Field work may involve outdoor conditions, noise, uneven surfaces, and proximity to operating equipment. Employees must follow applicable site safety procedures, use appropriate personal protective equipment, and access equipment safely.

Essential functions, including field support and travel, may be performed with reasonable accommodation.

Equal Employment Opportunity

SDLG North America is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.