Regional Product Support Manager

ABC Companies•Winter Garden, FL

4d•Hybrid

About The Position

The Product Support Manager is responsible for providing advanced technical support, diagnostics, mobile repair services, and product training for ABC-supported products throughout the Mid-West region, including Michigan, Ohio, West Virginia, Kentucky, Tennessee, and potentially Canada. This role serves as both a technical expert and hands-on field resource, supporting customers, dealers, coach builders, and internal teams through troubleshooting, repairs, warranty support, field investigations, and technical training. The ideal candidate is a skilled technician with expertise in electrical, mechanical, HVAC, multiplex, and electric vehicle systems who can effectively balance field service responsibilities with customer and technical training. This position requires extensive travel throughout the assigned territory to maximize product uptime, support product reliability, and ensure exceptional customer satisfaction. Candidates residing in Ohio or Northern Tennessee are preferred.

Requirements

High School Diploma or equivalent required
Minimum of 5 years of experience in the transportation, motorcoach, commercial vehicle, or electric vehicle industry.
Formal training or extensive experience diagnosing and repairing coach systems, including HVAC and high-voltage AC/DC electrical systems.
Ability to read and interpret electrical schematics and technical documentation.
Ability to troubleshoot CAN-based multiplex systems and utilize commissioning and diagnostic software.
Strong understanding of Electric Vehicle (EV) architecture, including high-voltage AC/DC systems and EV driveline systems.
Mechanical experience with commercial vehicles and high-voltage systems.
Strong working knowledge of Cummins, Detroit, Allison, Eberspächer, Carrier, KIBES multiplex systems, EV driveline systems, and high-voltage electrical architecture.
Experience delivering technical training and customer support with strong communication, leadership, and instructional skills focused on real-world diagnostics and field support.
Ability to effectively manage multiple projects, prioritize tasks, and complete assignments within expected timeframes while working with customers, vendors, coach builders, and internal stakeholders.
Ability and willingness to travel extensively (up to 100%), including overnight travel and occasional travel outside the assigned territory.
Ability to maintain and utilize personal tools required for the position.

Nice To Haves

Associate’s or Bachelor’s degree in Transportation, Industrial Technology, Electrical Systems, Engineering, or a related field preferred.
CDL Class B with Passenger Endorsement preferred.

Responsibilities

Provide advanced technical support, troubleshooting, diagnostics, and mobile repair services for ABC-supported products, including multiplex electrical systems, HVAC systems, high-voltage EV architecture, and mechanical systems. Utilize real-world field experience to support uptime, root cause analysis, and long-term product reliability for customers.
Perform on-site repairs, service campaigns, field investigations, and corrective actions at customer locations while maintaining strong customer communication and minimizing operational downtime.
Travel throughout an assigned territory to service and support ABC products, with the potential for occasional travel outside the assigned region as needed.
Serve as both a technical advisor and hands-on technician, supporting customers, dealers, coach builders, and internal teams with product concerns, warranty support, diagnostics, and field issue escalation.
Lead technical and operational training sessions for customers and internal teams, ensuring technicians and operators are well-versed in diagnostics, maintenance procedures, safety protocols, and proper operation of ABC-supported products.
Coordinate and deliver hands-on, in-depth training on Van Hool coaches, Eberspächer systems, EV platforms, multiplex systems, HVAC systems, and additional ABC-supported products both annually and as needed.
Investigate and respond to customer feedback by analyzing and troubleshooting product concerns and providing timely recommendations and reports to management.
Stay current with annual training requirements and updates for all ABC product offerings, including electrical and mechanical systems.
Complete customer visits according to the prescribed schedule to provide information, technical support, and assistance for new and existing ABC products, Eberspächer products, and ABC customers.
Support root cause analysis efforts and provide recommendations to improve product reliability and customer satisfaction.
Submit weekly expense reports for reimbursement of approved business-related expenses.
Maintain accurate service documentation, training records, and customer communications.
Comply with all company policies, safety procedures, and applicable regulatory requirements.
Perform other duties and special projects as assigned.