Territory Product Support Manager - Ag Parts & Service

Brandt

  • Canada
  • Permanent
  • Full-time
  • 1 month ago
Brandt is currently seeking a passionate and vibrant Territory Product Support Manager – Ag Parts & Service, based remotely in Saskatchewan to join our team. This role requires the ability to travel to Alberta, Saskatchewan and Manitoba.This position plays a critical role in strengthening Brandt’s dealer service capabilities. You'll work closely with Dealer Service and Parts teams to improve support, ensure appropriate parts inventory, and provide training on systems and processes. The role involves fieldwork to diagnose and resolve service issues, assist with product improvement programs, and ensure proper equipment setup.Acting as a key liaison between dealers, customers, and internal teams, this role gathers field insights, reports technical issues, and drives continuous product and service improvements to enhance customer satisfaction.Duties and Responsibilities
  • Promote Parts booking programs and work with dealers to grow parts sales
  • Maintain strong relationships with the Service and Parts personnel at the dealership
  • Work with dealers to resolve service issues that may arise for Brandt products
  • Assist in administering Company Product Warranty/Product Improvement Program (PIP)
  • Responsible to gather and document failure data on recurring failures where there is not a known resolution (i.e. equipment size, configuration, type and mode of failure)
  • Communicate directly with dealers, Territory Managers, and other internal departments to maintain relationships with the customer throughout the failure and product resolution time
  • Make recommendations and work with Platform Team Leads and Quality/Operations to find a sufficient resolution
  • Continue to investigate field issues until resolution is found
  • Monitor customer and dealer satisfaction upon resolution
  • In major failures, lead and coordinate the repair efforts with the Dealer, Territory Manager, and any necessary internal departments using all necessary resources available
  • Contribute to and implement the Customer Support Strategy in coordination with the Territory Manager for each dealer
  • Assist the service team in the development of informative training materials
  • Provide dealer service and warranty training
  • Travel requirement up to 70% on an as needed basis
  • Travelling with a dealer representative will be involved to be successful in this role to effectively:
  • Gather further information in a timely manner
  • Confirm alignment, configuration and proper set up
  • Take measurements, gather environmental data, and observe operating methods
  • Instruct dealer tech on minor adjustments or installations as required based off engineering approved modifications
  • Make follow up calls
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Brandt