Regional Product Support Manager - East Coast

SDLG NORTH AMERICA CORP. • Houston, TX

2d • $115,000 - $130,000 • Hybrid

About The Position

SDLG North America is seeking a Regional Product Support Manager to provide technical support and strengthen dealer service capabilities throughout the East Coast territory. Based from a home location within the territory, this role combines remote troubleshooting with regular dealer and field visits to resolve equipment issues, support warranty investigations, and improve service effectiveness. The manager owns assigned technical cases from initial assessment through documented resolution, coordinates diagnostic and repair activities, and communicates recurring product issues to internal teams. Travel is approximately 60–70%. The position reports to the VP of Aftermarket.

The role involves supporting dealer service teams, investigating equipment failures, coaching technicians, assessing dealer readiness, and coordinating with internal parts, service, factory, training, and documentation functions. Field work may include outdoor conditions, noise, uneven surfaces, and proximity to operating equipment. Applicable site safety procedures and appropriate personal protective equipment must be used. Essential functions, including field support and travel, may be performed with reasonable accommodation.

The base salary is $115,000–$130,000 annually, depending on qualifications and experience. The position is eligible for a 15% KPI-based annual bonus and participation in the company’s car allowance program, subject to applicable requirements. Additional benefits and eligibility information will be provided during the hiring process. A college degree is not required; candidates are evaluated on practical heavy equipment experience, diagnostic ability, and effectiveness supporting dealer service teams.

Requirements

• 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 structured troubleshooting, 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 about when to escalate an issue or request additional technical support.
• Strong organizational skills and 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%.
• Ability to follow applicable site safety procedures, use appropriate personal protective equipment, and access equipment safely.

Nice To Haves

• 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.

Responsibilities

• Provide remote and on-site technical support to dealer service teams throughout the assigned territory.
• Gather equipment symptom, operating-condition, and repair-history information to establish 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.
• Own assigned cases through resolution, coordinate follow-up actions, and confirm closure with the dealer.
• Keep dealers and internal stakeholders informed of case progress, outstanding actions, and support needs.
• Maintain complete and accurate records in the CRM or designated case management system, including machine identification, symptoms, test results, photographs, communications, actions, and resolutions.
• Support warranty troubleshooting by gathering technical evidence and helping dealers document failures, diagnostic findings, and repair actions.
• Follow warranty procedures and escalate warranty disputes to the VP of Aftermarket.
• Coordinate with parts, service, and factory teams to resolve technical questions and obtain support.
• Distinguish confirmed findings from suspected causes in issue documentation and requests for technical assistance.
• Identify recurring equipment issues and submit field reports and supporting evidence for internal review.
• 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.
• 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.
• Update the VP of Aftermarket on unresolved technical issues, service risks, and dealer capability gaps.
• Collaborate across departments to align technical support activities and move cases toward resolution.

Benefits

• 401(k) matching
• Performance-based annual bonus opportunity of 15% based on established KPI criteria
• Competitive base salary of $115,000–$130,000 annually, depending on qualifications and experience
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Participation in the company’s car allowance program, subject to policy requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed