Regional Service Support Manager - Latin America

Regional Service Support Manager - Latin America

Job Category: 05.2 Cust Service Support

Requisition Number: REGIO
006670

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• Posted :
  February 25, 2026
• Full-Time
• Remote

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• Serve as the primary regional service point of contact for the dealer network, maintaining a high level of availability to support service-related interactions with end users, including technical inquiries, operations and maintenance guidance, warranty support, parts support, technical training reinforcement, and service best practices, in coordination with internal and field support resources and under the operational direction and guidance of global and regional sales leadership.
• Provide strategic service support to regional dealers and key end users, including major public service providers and leading contractors, to ensure consistent, high-quality service delivery, and optimal equipment performance throughout the region.
• Ensure that customer service issues elevated for regional support are properly assessed, escalated, coordinated, and resolved in compliance with corporate service policies.
• Plan and conduct on-site visits with regional dealers and, when required, key end users, to execute defined service objectives, including service follow-up and review, technical assessment and troubleshooting, issue resolution support, training reinforcement, and validation of service readiness.
• Conduct regular communication and update calls with regional dealers to share factory initiatives, service updates, and best practices, reinforcing consistent service messaging and alignment throughout the region.
• Lead ongoing training initiatives for dealers and key end users to reinforce safe equipment operation, maintenance, service, and application best practices, and to promote effective adoption of corporate service processes and digital service tools that enhance customer experience.
• Capture, document, and communicate service-related field feedback and customer experience insights to internal stakeholders to support continuous improvement of products, service processes, and support strategies.
• Support and maintain an installed base mapping initiative to support effective service follow-up and cross-functional planning.
• Undertake and lead service-related dealer qualification and onboarding activities, ensuring alignment with corporate processes, standards and guidelines.
• Oversee and support dealer service infrastructure and readiness to support their customer base, including parts inventory levels, appropriate access to technical documentation, and availability of required service tooling.
• Train, develop, and support dealers in the effective use of corporate service tools, digital platforms, warranty systems, and required service documentation, including warranty claim submittals and new machine start-up documentation, reinforcing consistent process adoption throughout the network.
• Review and monitor dealer compliance with warranty policies, procedures, claim submission standards, and documentation and parts retention requirements, and review rejected or returned claims with dealer management and support follow-up actions through resolution.
• Maintain and regularly update records of dealer service technicians and their training status to support effective regional service capability.
• Oversee and monitor the timely and compliant completion of service campaigns and product safety campaigns by regional dealers.
• Provide regular service reports summarizing findings, dealer service performance, key activities, accomplishments, follow-up actions, at frequencies and in formats determined by management.
• Document and share relevant service issues through the Service Cloud system.
• Conduct formal annual service evaluations at assigned dealer locations and develop and review service improvement action plans with dealer management.

• Provide advanced technical support to dealers by assisting with troubleshooting, diagnosis, and resolution of complex or escalated service issues beyond standard dealer capability.
• Provide technical oversight and on-site support for pre-delivery inspection, commissioning, and early service support of new or first-of-model equipment, as well as selected strategic projects, to mitigate technical risk and enable successful dealer handover.
• Support dealers by validating repair approaches, reinforcing correct maintenance and repair practices, and ensuring alignment with factory technical guidance in complex or critical service situations.
• Deliver or support advanced, application-specific, or issue-driven technical training to dealer personnel and, when appropriate, end users, focused on complex systems, new products, or recurring technical challenges.

• Collaborate with sales, engineering, product management, and operations teams to support regional initiatives, share field insights, and align service activities with broader business…