District Product Support Manager

POSITION SUMMARY

The District Product Support Manager (DPSM) serves as the primary liaison between the company, its dealer network, and end-users. This role is responsible for strengthening dealer product support capabilities, ensuring high-quality parts and service performance, and fostering strong relationships that drive customer satisfaction, retention, and long-term market share. The DPSM supports dealership operations, promotes best practices, assists with technical issues, and enhances the overall efficiency and profitability of dealer parts and service departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Dealer Management & Customer Service

· Conduct dealership evaluations using the Dealer Parts and Service Review (DSR) process.

· Support District Sales Managers in evaluating potential new dealerships and assessing initial capabilities.

· Guide new dealers through the setup of effective parts and service departments.

· Ensure dealer understanding and compliance with company policies and procedures.

· Assist with dealer termination processes when necessary.

· Manage and develop dealer relationships, including follow-up on service and parts reviews and upgrade processes.

· Advise dealer sales staff on proper service, maintenance, and care of all company products.

· Evaluate and respond to dealer requests regarding commercial policy adjustments.

· Drive district parts sales to achieve Annual Operating Plan (AOP) targets.

· Promote all parts and service programs at the dealership level.

· Provide technical support and feedback as required.

· Communicate directly with dissatisfied customers to resolve complaints and maintain satisfaction.

· Influence dealer stocking and planning behaviors to optimize inventory and support needs.

· Monitor, advise, and close cases within the call tracking system.

· Provide on-site assistance to dealers requiring hands-on technical support.

· Assist with service training classes as needed.

 REQUIRED QUALIFICATIONSEducation & Experience

• Associate degree in a technical field      required.
• 7–10 years of relevant experience.
• 2–3 years in product support or 1–2 years      as a DSM Trainee preferred.

Skills & Competencies

• Technically astute with strong      problem-solving ability.
• Able to make sound, timely decisions.
• Strong communication and active listening      skills.
• Effective negotiation skills.
• Strong financial acumen.
• Self-motivated with excellent      interpersonal abilities.
• Proficient in Microsoft Office Suite.
• Highly organized with strong      time-management skills.
• Travel requirement: 50% or more.

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.

WORKING CONDITIONS· This position requires frequent travel (50% or more) to dealer locations, customer sites, and regional meetings.· Work may occur in office, dealership, warehouse, or equipment-service environments.· Occasional lifting, equipment inspections, or hands-on technical support may be required.· Schedule flexibility is necessary to meet dealer and customer needs.