Sr. Regional Product Support Manager

Rolls-Royce is a company committed to engineering excellence and innovation. The Regional Product Support Manager provides second-level service support in the Mining/Oil & Gas industry, resolving customer complaints and ensuring effective communication between various stakeholders.

Responsibilities:

• Provide second-level service support to the distribution network while maintaining clear and regular communication between the field, customers, and internal teams
• Partner with the distribution network to quickly address customer complaints, resolve service concerns, and strengthen the overall customer experience
• Prepare and deliver professional service-related presentations to customers, management, and internal staff
• Oversee and perform field inspections of failed parts to identify primary cause of failure, document findings through company reporting protocols, and support actions that reduce future incidents
• Make informed recommendations and decisions on next steps for warranty-related situations while following established company procedures and protocols
• Travel up to 75% within the assigned area of responsibility, with some international travel as required

Requirements:

• 9+ years of service support experience in lieu of a degree, OR
• Associate degree in engineering or business with 7+ years of service support experience, OR
• Bachelor's degree in engineering or business with 5+ years of service support service experience, OR
• Master's degree in engineering or business with 3+ years of service support experience, OR
• JD/PhD in engineering or business with 1+ years of service support experience
• In order to be eligible for consideration, you must be a U.S. Citizen or U.S. Permanent Resident. Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Experience providing technical or product support for diesel or gas engines, power generation systems, heavy equipment, or related industrial products
• Strong customer-facing communication skills, including the ability to present service findings, recommendations, and technical information to customers, distributors, and leadership
• Experience investigating field failures, identifying root cause, documenting findings, and recommending corrective actions to reduce repeat incidents
• Knowledge of warranty, service escalation, or claims processes within an aftersales, distribution, OEM, or dealer network environment
• Experience supporting customers in mining, oil and gas, power generation, or other mission-critical industrial markets