Regional Product Support Manager - East Coast

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Regional Product Support Manager — East Coast

Home-based within the assigned East Coast territory

VP of Aftermarket

60–70%

115, annually, depending on experience

15%, based on established KPI criteria

Participation in the company’s car allowance program, subject to policy requirements

SDLG North America is seeking a Regional Product Support Manager to provide technical support and strengthen dealer service capabilities throughout the East Coast territory. This position combines remote troubleshooting with regular dealer and field visits to help resolve equipment issues, support warranty investigations, and improve service effectiveness. The Regional Product Support Manager will manage assigned technical cases from initial assessment through documented resolution, coordinate diagnostic and repair activities, and communicate recurring product issues to the appropriate internal teams.

The ideal candidate brings practical heavy equipment experience, strong diagnostic skills, and the ability to work effectively with technicians and service managers. This person must be comfortable managing an independent workload, traveling frequently, and following through on technical issues while keeping dealers and internal stakeholders informed.

• Provide remote and on-site technical support to dealer service teams throughout the assigned territory
• Gather information about equipment symptoms, operating conditions, and previous repair attempts to establish clear diagnostic plans and next steps
• Prioritize machine-down cases and elevate unresolved cases to the VP of Aftermarket within the established two-hour escalation standard
• Diagnose diesel engine, powertrain, hydraulic, electrical, electronic, and CAN network issues within demonstrated technical competence, using approved service information, schematics, diagnostic tools, and safety procedures
• Maintain ownership of assigned cases through resolution, coordinating follow-up actions and confirming closure with the dealer
• Keep dealers and internal stakeholders informed of case progress, outstanding actions, and additional support needs
• Maintain complete and accurate records in the CRM or designated case management system, including machine identification, symptoms, test results, photographs, communications, assigned actions, and confirmed resolutions

• Support warranty troubleshooting by gathering technical evidence and helping dealers document equipment failures, diagnostic findings, and repair actions
• Follow established warranty procedures and elevate warranty disputes to the VP of Aftermarket
• Coordinate with parts, service, and factory teams to resolve technical questions and obtain appropriate support
• Clearly distinguish confirmed findings from suspected causes when documenting issues or requesting additional technical assistance
• Identify recurring equipment issues and submit clear field reports and supporting evidence for internal review

• Assess dealer service readiness, including pre-delivery inspection practices, technician capabilities, access to service information, tooling, and diagnostic resources
• Coach dealer technicians and service teams on approved diagnostic and repair methods
• Identify service capability gaps and coordinate training needs with the training function
• Share validated field findings and service feedback with the Technical Training and Documentation Manager to support practical training and…