Director of Product Support, Power Systems

Director Of Product Support

The Director of Product Support is responsible for the overall strategy, leadership, and financial performance of all service, parts, and product support sales and marketing operations within the Power Systems Division. This role provides leadership to service managers, parts managers, and the Product Support Sales Manager and is accountable for the overall Product Support P&L. The Director oversees product support operations for electric power generation equipment, industrial engines, marine engines, and on-highway trucks, with responsibility for delivering exceptional customer support, operational efficiency, service quality, and profitable growth.

Reporting to the Vice President of Power Systems, this position plays a key role in developing and executing the division's product support strategy while building strong teams and continuously improving the customer experience. Success in this role requires exceptional leadership, strong business and financial acumen, and a high level of technical knowledge and understanding of equipment service and repair operations.

Leadership and Team Management

• Provide leadership, direction, and accountability to service managers, parts managers, the Product Support Sales Manager, and other assigned Product Support leaders.
• Provide strategic oversight of parts operations, including availability, inventory performance, distribution, customer support, and overall operational effectiveness.
• Collaborate effectively with other Power Systems and corporate leaders to align Product Support priorities with broader business objectives and customer commitments.
• Establish clear expectations, performance goals, and accountability across all Product Support operations.
• Build and maintain a collaborative, high-performance culture focused on safety, customer service, accountability, teamwork, and continuous improvement.
• Develop organizational capability through coaching, leadership development, succession planning, and employee development.
• Lead organizational change initiatives that improve operational effectiveness, employee engagement, and the customer experience.
• Work within and actively promote Altorfer's corporate values.

Product Support Strategy and Operations

• Develop and execute the Power Systems Product Support strategy in alignment with overall division and company objectives.
• Provide leadership and oversight for service, parts, and Product Support sales operations across all applicable locations and product lines.
• Maintain effective relationships with Caterpillar and other key business partners to support Product Support strategy, performance, product support initiatives, and customer needs.
• Establish annual operating plans, business priorities, budgets, and performance objectives.
• Drive consistent operating processes, standards, and best practices across locations.
• Ensure efficient service delivery, parts availability, quality workmanship, and timely response to customer equipment needs.
• Maintain high standards for workforce performance, facilities, equipment, tooling, supplies, workmanship, and overall operational effectiveness.
• Monitor operational performance and implement corrective actions when results fall below established expectations.

Financial Performance

• Maintain overall accountability for Product Support financial performance and P&L results.
• Develop and manage annual budgets, forecasts, and financial performance objectives.
• Drive achievement of revenue, gross profit, operating profit, labor performance, expense, and return-on-assets objectives.
• Monitor key performance indicators including service profitability, labor recovery, technician productivity and efficiency, absorption, parts performance, and other applicable operational metrics.
• Identify and implement strategies to improve profitability, productivity, asset utilization, cost control, and revenue growth.
• Analyze financial and operational results and take timely corrective action when necessary.

Customer Experience and Growth

• Build and maintain strong, long-term relationships with key customers.
• Ensure Product Support operations provide responsive, high-quality service that minimizes customer downtime and supports long-term equipment performance.
• Monitor customer satisfaction, retention, survey results, NPS, and other applicable customer experience measures.
• Provide leadership in resolving significant customer concerns and developing effective solutions.
• Provide executive oversight and support for significant technical, warranty, product, and customer issues requiring escalation or cross-functional resolution.
• Partner with sales and other business leaders to identify Product Support growth opportunities, expand customer relationships, and strengthen aftermarket participation.
• Partner with Corporate Marketing to develop and execute Product Support marketing initiatives, identify market opportunities, and promote products, services, and customer solutions.
• Develop strategies to increase Product Support…