Regional Product Support Manager - Remote (Residency in WA, OR, ID or NV required)

Hamm, a Wirtgen Group company, is seeking a Regional Product Support Manager to enhance dealer performance and capabilities in the U.S. This role involves direct interaction with dealers and customers to ensure effective product support and operational excellence through training, coaching, and performance evaluation.

Responsibilities:

• Serve as the primary regional contact supporting dealer performance, service operations, technical capability, and customer support maturity
• Use Dealer Success tools, metrics, and KPIs to evaluate dealer operational performance, identify gaps, and guide improvement actions
• Conduct dealer visits to coach service and product support teams, align on performance expectations, and ensure consistent adoption of best practices
• Support development and execution of the Dealer Development Plan, including multi-year strategies for service capability, training, staffing, tooling, and customer support readiness
• Coordinate cross functional support with engineering, parts, customer service, and product management to resolve dealer and customer issues quickly and effectively
• Analyze technical trends and recurring issues, recommending design or process changes to improve product reliability
• Identify and coordinate dealer and customer training based on performance and needs
• Assess dealer personnel competencies and identify training needs using Dealer Success KPIs and skills evaluations
• Work with Service Training, Parts, Sales, and internal departments to support aligned training plans and improvement initiatives
• Build strong, trust based relationships with dealers, customers, and internal teams to ensure a high value customer support experience
• Maintain regular communication with dealers regarding product updates, service bulletins, equipment improvements, and support resources
• Act as the voice of the customer and dealer by relaying field feedback to management to drive operational and product enhancements
• Record and analyze findings from dealer visits, inspections, and technical reviews
• Communicate quality and service issues to internal teams with accurate documentation and timely reports
• Track dealer performance trends using the approved Dealer Success metrics and scorecards
• Provide management with detailed reports on dealer capabilities, customer issues, operational readiness, and improvement of progress

Requirements:

• Residency in WA, OR, ID or NV required
• Bachelor's degree or equivalent from four year college or university school; or five to seven years related experience and/or training; or equivalent combination of education and experience
• Fundamental knowledge of road construction equipment practices including milling, cold recycling, paving, compaction, crushing, and screening
• Technical and mechanical systems knowledge
• Ability to analyze technical trends and recurring issues
• Ability to build strong, trust-based relationships with dealers, customers, and internal teams
• Ability to communicate quality and service issues to internal teams with accurate documentation and timely reports
• Ability to track dealer performance trends using the approved Dealer Success metrics and scorecards
• Ability to provide management with detailed reports on dealer capabilities, customer issues, operational readiness, and improvement of progress
• Ability to coordinate cross-functional support with engineering, parts, customer service, and product management
• Ability to assess dealer personnel competencies and identify training needs using Dealer Success KPIs and skills evaluations
• Ability to maintain regular communication with dealers regarding product updates, service bulletins, equipment improvements, and support resources
• Ability to serve as the primary point of contact for escalated issues and coordinate cross-functional support
• Ability to lead de-escalation efforts and drive corrective actions to improve support outcomes
• Ability to conduct dealer visits to coach service and product support teams, align on performance expectations, and ensure consistent adoption of best practices
• Ability to support development and execution of the Dealer Development Plan, including multi-year strategies for service capability, training, staffing, tooling, and customer support readiness
• Ability to record and analyze findings from dealer visits, inspections, and technical reviews
• Ability to provide training and guidance, promote the use of Wirtgen Group processes and tools, connect dealers with support resources, and encourage continuous learning and operational excellence