Regional Customer Support Manager – Global Mining Operations & Technical Service Leadership at brighthush

About brighthush

brighthush is a world‑leading provider of heavy‑equipment solutions, renowned for its cutting‑edge mining trucks, excavators, and support services. With a heritage that spans more than five decades, brighthush has grown from a single manufacturing plant in the United States to a global network of production facilities, research centers, and customer‑support hubs. Our mission is simple: deliver reliable, high‑performance equipment that empowers mining operations to achieve greater safety, efficiency, and profitability. As part of the brighthush family, you will join a culture of innovation, continuous improvement, and customer‑centric excellence.

Why This Role Matters

The Regional Customer Support Manager is the linchpin between brighthush’s mining product line and the field. This role ensures that every truck, every excavator, and every piece of equipment performs at its peak across North America, Latin America, Africa, Eurasia, and Australasia. By acting as the primary point of contact for affiliates, sales, and marketing teams, you will shape the customer experience, drive product reliability, and influence the next generation of mining technology.

Key Responsibilities

• Strategic Customer Liaison: Serve as the first line of support for all product‑related inquiries from affiliates, sales, and marketing departments, ensuring timely and accurate resolution.
• Reliability Analytics: Document, analyze, and report all major events that impact truck performance and reliability. Maintain a comprehensive database of incidents, root causes, and corrective actions.
• Service Information Coordination: Collaborate with engineering and field teams to develop, update, and distribute Service Instructions (SIs) and Technical Instructions (TIs) to affiliates.
• Warranty & Claims Management: Advise the Warranty Administrator on the technical validity of warranty claims, ensuring compliance with company policies and regulatory requirements.
• Technical Sales Support: Provide on‑the‑ground technical expertise to sales teams, helping them close deals and address complex customer questions.
• Upgrade & Modification Oversight: Track the implementation of upgrades and modifications, verifying that all changes are correctly applied and documented.
• Customer Acceptance & Feedback: Ensure that acceptance packages are received within seven days of release, verify completeness, and route any issues back to the appropriate departments.
• Post‑Commissioning Reporting: Schedule and conduct post‑commissioning meetings, delivering detailed reports on quality and completeness of haul trucks shipped from the factory.
• Field Service Monitoring: Review LME Field Service Reports, ensuring that Product Support Representatives submit weekly updates for their regions.
• Problem Investigation & Resolution: Analyze Post‑Incident Reports (PIRs) and Parts Analysis Reports (PARs), creating projects to address field issues and new product assembly problems.
• Continuous Improvement: Identify trends, propose process enhancements, and collaborate with cross‑functional teams to elevate product reliability and customer satisfaction.

Essential Qualifications

• Bachelor’s degree in Mechanical or Electrical Engineering from an accredited four‑year institution.
• 3–5 years of hands‑on maintenance experience in a heavy‑equipment mining environment, or an equivalent combination of education and experience.
• Strong analytical skills with the ability to interpret complex technical data and translate findings into actionable insights.
• Excellent communication skills—both written and verbal—in English; additional languages are a plus.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint, and familiarity with engineering change request (ECR) systems.
• Valid driver’s license and passport; ability to travel domestically and internationally up to 50% of the time.
• Current Mine Safety & Health Administration (MSHA) certification or the ability to obtain it.
• Legal authorization to work in the United States without sponsorship.

Preferred Experience & Competencies

• Experience managing a regional support team or leading cross‑functional projects.
• Knowledge of ISO 9001, ISO 14001, or other quality management systems.
• Familiarity with field service operations and warranty claim processes.
• Strong problem‑solving mindset and a proactive approach to risk mitigation.
• Ability to thrive in a fast‑paced, dynamic environment while maintaining meticulous attention to detail.

What You’ll Gain

• Career Growth: As a Regional Customer Support Manager, you will be positioned for advancement into senior leadership roles such as Director of Customer Support, Global Reliability Manager, or Vice President of Service Operations.
• Learning & Development: brighthush offers a robust learning platform, including technical training, leadership development programs, and access to industry conferences.
• Global Exposure: Work with teams across multiple continents, gaining a deep understanding of diverse market dynamics and regulatory environments.
• Impact: Your decisions directly influence product reliability, customer satisfaction, and the bottom line of brighthush’s mining division.

Work Environment & Culture

brighthush values a collaborative, inclusive, and safety‑first culture. Employees are encouraged to bring fresh ideas, challenge the status quo, and work together to solve complex problems. Our offices and facilities are equipped with state‑of‑the‑art technology, ergonomic workstations, and a flexible work arrangement that supports work‑life balance. We celebrate diversity and foster an environment where every voice is heard and respected.

Compensation & Benefits

• Competitive Salary: $105,000 – $119,000 per year, commensurate with experience and qualifications.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement Planning: 401(k) plan with company match up to 5% of your salary.
• Paid Time Off: Generous vacation, personal days, and sick leave, plus paid holidays.
• Professional Development: Tuition reimbursement, conference sponsorships, and access to internal training resources.
• Employee Recognition: Annual awards, spot bonuses, and peer‑to‑peer recognition programs.
• Work‑From‑Home Flexibility: Eligible for remote work arrangements based on role requirements and performance.

How to Apply

Ready to take the next step in your career? Submit your application through our online portal. Please note that resumes sent via email will not be reviewed. If you have any questions, feel free to reach out to our recruiting team at [email protected].

brighthush – One Passion, Many Opportunities

At brighthush, we believe that every challenge is an opportunity to innovate and excel. Join us and become part of a global team that is redefining the future of mining technology. We look forward to welcoming you aboard.