General Manager Product Support

Description

About the Company: 

LEEBOY Inc., part of the FAYAT Group, is a global leader in the production of commercial asphalt pavers and road maintenance equipment. With more than 60 years of industry expertise, we deliver reliable, high-quality machinery that supports road construction professionals worldwide. We value integrity, innovation, and agility, and we recognize our employees as our most important asset. Our commitment to excellence continues to strengthen the trust placed in our products and our brand.

Position Summary:

The General Manager of Product Support oversees all customer service, field service, and warranty operations to ensure high-quality support and customer satisfaction. This role is responsible for managing service delivery, optimizing team performance, coordinating resources, and serving as a key liaison between customers, dealers, and the factory.

This position combines operational leadership, technical coordination, and customer experience management to drive continuous improvement and service excellence. In addition, supervisory duties include overseeing Rapid Response Technicians, Warranty, Customer Service, and external service resources (as needed).

Why This Role Matters:

This role is critical to ensuring seamless service experience, maintaining customer trust, and supporting long-term business success through operational excellence and strong team leadership. 

Key Responsibilities

Service Operations & Customer Support

• Review and prioritize customer and dealer service and training requests
• Ensure timely and effective resolution of service issues
• Communicate product failures, trends, and field issues to the manufacturer for corrective action
• Monitor service quality and identify opportunities for process improvement

Customer Service

• Oversee customer service parts associates
• Handle escalated customer inquiries and resolve complex or sensitive issues
• Analyze customer feedback and trends to identify areas for improvement
• Collaborate with other departments (sales, operations, etc.) to improve overall customer experience
• Prepare reports on customer service performance and present findings to leadership

Scheduling & Resource Management

• Plan staffing needs, including labor hours, personnel, and materials required for service calls
• Develop and manage service schedules, route assignments, and repair workloads
• Optimize technician utilization and operational efficiency

Warranty & Compliance

• Review dealer warranty claims to ensure accuracy and compliance
• Approve appropriate reimbursements and maintain warranty standards
• Ensure proper documentation of all service activities, including labor, parts, and completed work

Team Leadership

• Lead, coach, and develop Service/Warranty Department team members
• Conduct hiring, training, performance evaluations, and disciplinary actions
• Foster a culture of accountability, safety, and continuous improvement

Communication & Coordination

• Maintain ongoing communication with field personnel via phone, radio, or digital tools
• Provide direction, technical guidance, and real-time support for service teams
• Collaborate cross-functionally with internal teams and external partners

What You Bring (Core Competencies)

• Heavy Equipment Expertise: Strong knowledge of road construction equipment. Expertise in paving machines, rollers, distributors, and support equipment is a bonus.
• Advanced Problem Solving: Ability to diagnose complex mechanical, hydraulic, and electrical issues through service organization.
• Customer-Focused Mindset: Strong commitment to delivering exceptional service and resolving equipment or warranty issues 
• Leadership & Delegation: Effectively leads technical teams and assigns work based on skill and priority 
• Business Acumen: Understands equipment, lifecycle costs, service profitability, customer impact, market conditions, competition and operational impact. 

Requirements

Qualifications

• Bachelor’s degree in business, Operations, or related field or equivalent combination of education and experience
• 2+ years of experience in service operations, warranty management, or a related field
• Experience leading or supervising teams preferred

Skills & Abilities

Communication

• Strong written and verbal communication skills
• Ability to effectively present information to customers, employees, and leadership

Technical & Analytical Skills

• Ability to interpret service manuals, procedures, and safety guidelines
• Proficiency in basic math (percentages, ratios, and measurements)
• Strong problem-solving and reasoning skills

Computer Skills

• Experience with service management or accounting systems (e.g., TCN or similar)
• Proficiency in Microsoft Office (Excel, Word) or comparable tools

Physical Requirements

• Occasional standing, walking, bending, and lifting (up to 25 lbs.)
• Regular use of hands for computer and equipment operation
• Visual ability including close and distance vision

Work Environment

• Primarily office-based with occasional field travel to customers or client locations to provide      on-site support, service or consultations.
• Moderate noise level typical of an office/service environment.