Product Support Manager Jobs in Decatur, GA (NOW HIRING)

Why Join Us

Join a global leader in construction machinery and help shape the future of product performance, customer success, and service excellence. This role provides the opportunity to influence product development and advance innovation in heavy equipment technology.

Position Summary

The District Product Support Manager serves as the primary liaison between the company, dealer network, customers, and cross-functional teams to drive exceptional product support, customer satisfaction, and equipment reliability. This role leads and executes product support strategy across the construction equipment portfolio while strengthening dealer parts and service capabilities, improving dealership operations, and enhancing lifecycle profitability and market share. Working closely with dealers, engineering, manufacturing, and aftermarket teams, the DPSM resolves complex technical issues, drives continuous product improvement, and ensures high-quality service performance. The position requires strong technical expertise, analytical capability, and relationship management skills to support operational excellence and long-term business growth.

Essential Duties and Responsibilities

· Lead product support initiatives that enhance customer satisfaction, equipment reliability, uptime, and aftermarket performance.

· Serve as the primary liaison for customers, dealers, and internal teams to resolve complex technical and service issues.

· Conduct dealer evaluations, support onboarding of new dealers, and ensure compliance with company policies, service standards, and best practices.

· Manage and strengthen dealer relationships by supporting parts and service operations, resolving escalations, and providing ongoing technical guidance.

· Analyze warranty, service, telematics, and field performance data to identify trends, drive root cause analysis, and implement corrective actions.

· Collaborate with Engineering, Quality, Manufacturing, Product Management, and Parts & Service teams to improve product performance, service readiness, and supportability.

· Support aftermarket growth by promoting parts and service programs, optimizing dealer inventory strategies, and contributing to AOP targets.

· Provide on-site technical support, customer issue resolution, and assistance with training programs for dealers and technicians.

· Oversee development of technical documentation, service communications, and training materials to improve field effectiveness.

· Act as the voice of the customer by incorporating field feedback into product improvement and development initiatives.

· Monitor support KPIs, warranty performance, and operating costs while driving initiatives to improve efficiency and reduce lifecycle costs.

· Contribute to strategic planning, budgeting, and continuous improvement efforts supporting overall business objectives.

Requirements

Skills & Competencies

· Strong technical expertise in construction and heavy equipment systems, including diesel engines, hydraulics, powertrain, electrical/electronic systems, telematics, and machine control technologies.

· Proven problem-solving, analytical, and decision-making skills, including root cause analysis and corrective action implementation.

· Experience in warranty management, reliability analysis, and product performance improvement initiatives.

· Strong customer focus with effective relationship-building and cross-functional collaboration skills.

· Excellent communication, organizational, and time-management abilities with the capacity to manage multiple priorities in a fast-paced environment.

· Proficiency in data analysis, business reporting tools, and Microsoft Office Suite.

· Strong business and financial acumen with a focus on operational performance and customer value.

Education/ Experience

· Associate degree in Engineering, or 5 – 7 years in product support, field service, engineering, aftermarket operations, technical management of relevant industry experience.

· 3–5 years of leadership/people management experience.

· Experience with dealer networks and large equipment fleets preferred.

· Equivalent combination of education and extensive experience may be considered

WORKING CONDITIONS

· Frequent travel (up to 50%) to dealer locations, customer sites, and regional meetings.

· Combination of office and field-based work in dealership, warehouse, industrial, and equipment service environments.

· Regular equipment inspections, field evaluations, and hands-on technical support activities.

· Occasional lifting and schedule flexibility required to meet customer and dealer needs.
 

COMPENSATION AND BENEFITS

• Competitive Total Rewards Package.
• Comprehensive Health, Dental, and Vision Insurance.
• Generous 401(k) Company Match.
• Free Telehealth Services.
• Optional Supplemental Insurance Programs.
• Ongoing Professional Development and Leadership Training Opportunities.