Product Support Supervisor

About the Role

Reporting to the Director of Global Product Support, the Product Support Supervisor coordinates a team of in-territory Product Support Representatives who provide after-sales support for MacDon equipment.

This role is responsible for coordinating team activities, supporting the resolution of technical issues, strengthening dealer and customer relationships, and helping drive continued improvement across the Product Support team.

Responsibilities

• Coordinate support activities conducted by North American Product Support Representatives, including field support, call support and issue reporting.
• Collaborate with the global Product Support team to support the resolution of field issues.
• Work with Product Support staff to troubleshoot and develop solutions to technical issues.
• Review and provide visibility on daily team activities, schedules, expenses and leave.
• Provide guidance and support to Product Support Representatives as they build dealer relationships, educate customers and address product issues.
• Conduct annual performance reviews and work with team members to identify and action development opportunities.
• Travel with territory representatives to better understand and support their work.
  

Qualifications

• Related university or college degree, or equivalent experience.
• Proven leadership experience with a strong focus on relationship building.
• Excellent communication and interpersonal skills, including the ability to lead and work effectively with a remote team.
• Strong technical background in the diagnosis and repair of mechanical, hydraulic and electrical systems.
• Proficiency with Microsoft Office, including Word, Excel, Outlook and PowerPoint.
• Ability to travel up to 20% of the time within North America and internationally.
• Valid driver's licence.
• If you have strong technical knowledge, leadership experience and a passion for supporting people and equipment in the field, we encourage you to apply.