Director of Product Support: Michigan / Ohio

Alta Equipment Group•New Hudson, MI

31d

About The Position

Come work for the largest equipment dealer in North America! Are you a hardworking individual that thrives in a fast-paced environment and looking to take your career to the next level? If so, then come join our award winning team! We provide our employees with the following tools and resources to be successful: Training Outstanding benefits package (Medical, Dental and Vision insurance, plus much more!) 401(k) with match Competitive wages Company laptop 10 paid holidays The Director of Product Support provides regional leadership for all Parts and Service operations, ensuring best‑in‑class customer support, operational discipline, financial performance, and alignment with Alta’s Guiding Principles. This role oversees Operations Managers within their region and partners closely with other departments to maintain strong, collaborative working relationships that support overall regional success. The Director of Product Support reports directly to the Regional Vice President.

Requirements

5–7 years of leadership experience in Parts, Service, Product Support, or dealership operations.
Demonstrated ability to lead multi‑site operations and manage teams through subordinate managers.
Strong financial acumen with the ability to manage P&L performance.
Excellent communication, leadership, coaching, and conflict-resolution skills.
Strong KPI and process-management capability.
Proficiency with Microsoft Office and ability to learn Alta’s business systems.

Nice To Haves

Bachelor’s degree in business, operations, or a related field.
Experience collaborating across Sales, Rental, and Product Support in a heavy equipment dealership environment.

Responsibilities

Lead, develop, and mentor Operations Managers across all assigned branch locations.
Conduct all performance reviews for Operations Managers and oversee hiring, staffing decisions, and personnel development within the Product Support organization.
Assist Operations Managers with personnel issues, corrective actions, recruiting needs, and coaching to maintain a high-performance culture.
Promote Alta’s Guiding Principles in all aspects of regional operations.
Oversee Parts and Service operations for the region, ensuring efficiency, consistent processes, high-quality work, and superior customer experience.
Ensure strong WIP management practices, consistent daily invoicing, and timely completion of service work.
Drive labor efficiency, technician productivity.
Work with Construction Equipment (CE) Corporate team to drive process standardization across branches.
Lead regional Parts operations including inventory accuracy, cycle counts, procurement integrity, and stocking strategy.
Maintain full P&L responsibility for all Parts and Service operations within the assigned region, including revenue, expense control, and profitability.
Teach and reinforce the KPIs critical to an effective equipment dealership, including labor efficiency, WIP management, days to invoice, inventory turns, and other operational performance measures.
Review performance regularly with Operations Managers and implement corrective actions as needed.
Partner closely with Sales and Rental leadership to ensure strong communication, aligned priorities, and seamless customer support across departments.
Facilitate effective relationships between Parts, Service, Sales, and Rental teams to support coordinated customer solutions and unified branch performance.
Work with Sales on equipment support planning, customer satisfaction initiatives, product support strategies, and regional market growth.
Support Rental in ensuring uptime, service turnaround, and predictable fleet performance.
Support Operations Managers in resolving escalated customer concerns quickly and professionally.
Maintain effective relationships with manufacturers and support warranty processes, claims resolution, and OEM communications.
Coordinate with branch leadership and Corporate Facilities/Real Estate teams on facility maintenance, repairs, and planning.
Participate in CapEx planning to ensure facility improvements and equipment investments meet operational needs.
Ensure all branches comply with company policies, safety requirements, and industry regulations.
Promote safety standards, shop organization, and environmental compliance across all locations.
Standardize best practices across regional Parts and Service operations, leveraging the organizational structure shown in the corporate org chart.
Communicate strategic updates, business priorities, and performance expectations to Operations Managers and branch personnel.
Collaborate with Corporate teams (Finance, HR, IT, Facilities, Sales, Rental) to ensure alignment with company initiatives.