Director of Product Support: Michigan / Ohio

The Director of Product Support provides regional leadership for all Parts and Service operations, ensuring best‑in‑class customer support, operational discipline, financial performance, and alignment with Alta's Guiding Principles.

This role oversees Operations Managers within their region and partners closely with other departments to maintain strong, collaborative working relationships that support overall regional success.
The Director of Product Support reports directly to the Regional Vice President.

Essential Duties & Responsibilities

Leadership, People Management & Culture


* Lead, develop, and mentor Operations Managers across all assigned branch locations.


* Conduct all performance reviews for Operations Managers and oversee hiring, staffing decisions, and personnel development within the Product Support organization.


* Assist Operations Managers with personnel issues, corrective actions, recruiting needs, and coaching to maintain a high-performance culture.


* Promote Alta's Guiding Principles in all aspects of regional operations.

Operational Oversight & Excellence


* Oversee Parts and Service operations for the region, ensuring efficiency, consistent processes, high-quality work, and superior customer experience.


* Ensure strong WIP management practices, consistent daily invoicing, and timely completion of service work.


* Drive labor efficiency, technician productivity.


* Work with Construction Equipment (CE) Corporate team to drive process standardization across branches.


* Lead regional Parts operations including inventory accuracy, cycle counts, procurement integrity, and stocking strategy.

Financial Leadership & P&L Accountability


* Maintain full P&L responsibility for all Parts and Service operations within the assigned region, including revenue, expense control, and profitability.


* Teach and reinforce the KPIs critical to an effective equipment dealership, including labor efficiency, WIP management, days to invoice, inventory turns, and other operational performance measures.


* Review performance regularly with Operations Managers and implement corrective actions as needed.

Cross‑Department Collaboration & Relationship Building


* Partner closely with Sales and Rental leadership to ensure strong communication, aligned priorities, and seamless customer support across departments.


* Facilitate effective relationships between Parts, Service, Sales, and Rental teams to support coordinated customer solutions and unified branch performance.


* Work with Sales on equipment support planning, customer satisfaction initiatives, product support strategies, and regional market growth.


* Support Rental in ensuring uptime, service turnaround, and predictable fleet performance.

Customer Support Excellence & Manufacturer Relations


* Support Operations Managers in resolving escalated customer concerns quickly and professionally.


* Maintain effec...