Manager, Product Support, AgRev - Urbana

AGCO•Urbana, OH

29d•Onsite

About The Position

AgRevolution is looking for a Product Support Manager at our Urbana, OH location. The Product Support Manager will oversee a team of Service Writers, Parts Counter Associates, Field Service Technicians, and Shop Technicians. The Product Support Manager ensures operational excellence, customer satisfaction, and profitability across all service and parts departments in their region.

Requirements

Associates or Bachelor’s degree in business, marketing, or a related field preferred -or – 4+ years’ relevant experience
Minimum 5 years of experience in service or parts management, preferably in agricultural or heavy equipment industries.
Strong understanding of agricultural equipment, diagnostics, and repair processes.
Excellent communication, organizational, and problem-solving skills.
Proficiency in service management software and Microsoft Office Suite.
Willingness to travel regularly within the assigned region.

Responsibilities

Provide strategic leadership and daily support to Service and Parts Departments across multiple locations.
Mentor and coach Service and Parts Departments and effectively manage the teams of technicians, service management and parts personnel.
Foster a culture of accountability, safety, and continuous improvement.
Monitor and drive service and part department KPIs including labor efficiency, work order turnaround time, stock order %, freight recovery, and customer satisfaction
Ensure consistent implementation of service and part processes, policies, and best practices across all locations.
Collaborate with Sales departments to ensure seamless customer service and workflow across all departments.
Champion a customer-first mindset across all service and part teams.
Resolve escalated customer concerns and ensure timely follow-up.
Support Service and Parts teams in building strong relationships with key customers and vendors.
Manage regional service and parts budgets, including labor costs, revenue, and asset management.
Analyze financial reports and implement strategies to improve profitability.
Identify opportunities for growth in service and parts revenue and efficiency.
Ensure all service and part operations comply with company policies, OSHA regulations, and manufacturer standards.
Promote and enforce safety protocols and training across all service and part teams.