General Manager Product Support
About The Position
The General Manager of Product Support oversees all customer service, field service, and warranty operations to ensure high-quality support and customer satisfaction. This role is responsible for managing service delivery, optimizing team performance, coordinating resources, and serving as a key liaison between customers, dealers, and the factory. This position combines operational leadership, technical coordination, and customer experience management to drive continuous improvement and service excellence. In addition, supervisory duties include overseeing Rapid Response Technicians, Warranty, Customer Service, and external service resources (as needed). This role is critical to ensuring seamless service experience, maintaining customer trust, and supporting long-term business success through operational excellence and strong team leadership.
Requirements
- Bachelor’s degree in business, Operations, or related field or equivalent combination of education and experience
- 2+ years of experience in service operations, warranty management, or a related field
- Strong knowledge of road construction equipment.
- Ability to interpret service manuals, procedures, and safety guidelines
- Proficiency in basic math (percentages, ratios, and measurements)
- Strong problem-solving and reasoning skills
- Experience with service management or accounting systems (e.g., TCN or similar)
- Proficiency in Microsoft Office (Excel, Word) or comparable tools
- Occasional standing, walking, bending, and lifting (up to 25 lbs.)
- Regular use of hands for computer and equipment operation
- Visual ability including close and distance vision
Nice To Haves
- Expertise in paving machines, rollers, distributors, and support equipment is a bonus.
- Experience leading or supervising teams preferred.
Responsibilities
- Review and prioritize customer and dealer service and training requests
- Ensure timely and effective resolution of service issues
- Communicate product failures, trends, and field issues to the manufacturer for corrective action
- Monitor service quality and identify opportunities for process improvement
- Oversee customer service parts associates
- Handle escalated customer inquiries and resolve complex or sensitive issues
- Analyze customer feedback and trends to identify areas for improvement
- Collaborate with other departments (sales, operations, etc.) to improve overall customer experience
- Prepare reports on customer service performance and present findings to leadership
- Plan staffing needs, including labor hours, personnel, and materials required for service calls
- Develop and manage service schedules, route assignments, and repair workloads
- Optimize technician utilization and operational efficiency
- Review dealer warranty claims to ensure accuracy and compliance
- Approve appropriate reimbursements and maintain warranty standards
- Ensure proper documentation of all service activities, including labor, parts, and completed work
- Lead, coach, and develop Service/Warranty Department team members
- Conduct hiring, training, performance evaluations, and disciplinary actions
- Foster a culture of accountability, safety, and continuous improvement
- Maintain ongoing communication with field personnel via phone, radio, or digital tools
- Provide direction, technical guidance, and real-time support for service teams
- Collaborate cross-functionally with internal teams and external partners
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What This Job Offers
Job Type
Full-time
Career Level
Manager
