Area Manager of Product Support
Brandt Industries USA Ltd. is currently seeking a motivated and technically skilled Area Manager of Product Support to join our team supporting our Heavy Haul Trailers and Work Ready Trailers across our dealer network. This remote, territory-based role supports dealers across large geographic regions within the United States and requires extensive travel.
This position plays a key role in supporting dealers and customers by strengthening dealer service capability, diagnosing field issues in coordination with Brandt’s Technical Support team, supporting repair execution, providing field-based warranty recommendations, and ensuring completion of Product Improvement Programs. The role is highly field focused and suited to someone with hands-on trailer industry experience who is comfortable working independently while collaborating closely with Sales, Technical Support, and Product teams
Duties & Responsibilities
- Maintain strong working relationships with Service and Parts personnel at dealerships supporting Heavy Haul Trailers and Utility Trailers
- Work directly with dealers and customers to diagnose, support, and resolve trailer service issues in the field
- Lead and coordinate response to complex or high-impact product failures, including on-site support as required
- Provide field-based technical input and recommendations to the Warranty team to support accurate and timely warranty claim adjudication
- Assist in administering Company Warranty and Product Improvement Programs
- Gather, document, and report clear, complete, and accurate failure data on recurring or unresolved issues, including trailer configuration, application, operating conditions, and failure mode
- Assess real-world trailer application and usage to identify potential setup, operating, or application-related contributors to failures
- Travel with dealer representatives as required to gather field information, verify configuration and setup, take measurements and photos, observe operating methods, and support dealer technicians with engineering-approved adjustments or repairs coordinated through Technical Support
- Communicate directly with dealers, Territory Managers, and internal teams to ensure alignment and continuity throughout the issue resolution process
- Provide structured field feedback to Technical Support to support root cause analysis, escalation, and continuous product improvement
- Monitor customer and dealer satisfaction following issue resolution and support follow-up actions as required
- Support field update plans, service communications, and Product Improvement Program execution
- Promote Parts programs and support parts sales growth through technical credibility and dealer engagement
- Support dealer readiness by encouraging appropriate parts stocking and service capability for Brandt products
- Assist in the development and delivery of dealer service and warranty training
- Provide secondary product support for Brandt-manufactured Attachments, primarily related to setup, configuration, and application
- Contribute to and support the overall Customer Support Strategy in coordination with Sales and Product teams
- Travel extensively across the assigned territory, up to 70 percent, including extended and irregular trips driven by customer or dealer needs