Area Manager of Product Support

Brandt is currently seeking an Area Manager of Product Support in our Edmonton, Red Deer or Calgary location.

This position plays a critical role in strengthening Brandt’s dealer service capabilities by working 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 dealer 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 on Brandt products.

Assist in administering company product warranty / Product Improvement Program (PIP).

Responsible to gather and document failure data (i.e. equipment size, configuration, type and mode of failure) on recurring failures where there is not a known resolution.

Travel with a dealer representative to the field to :

• 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.

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 leads and Quality / Operations on resolution.

Continue to investigate field issues until resolution is found.

Monitor customer / dealer satisfaction upon resolution.

In major failures, lead and coordinate the repair efforts with the Dealer, TM and any necessary internal departments using all necessary resources available.

Travel requirement up to 70% on an as needed basis.

Contribute to and implement the Customer Support Strategy in coordination with the TM for each dealer.

Assist the Service team in the development of training materials.

Provide dealer service and warranty training.

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Required Skills

Strong leadership skills

Strong planning, organizational, and time management skills

Strong problem-solving skills

Strong communication skills, both written and oral

Ability to think analytically

Possess a high level of customer focus

Required Experience

Mechanical Technologist or similar education / experience

Strong leadership skills

Strong planning, organizational, and time management skills

Strong problem-solving skills

Strong communication skills, both written and oral

Ability to think analytically

Possess a high level of customer focus