Senior Territory Customer Support Manager – Construction & Industrial Equipment Specialist – 50‑70% Travel – Championing Dealer Success, Warranty Excellence, and Continuous Improvement at brighthush

About brighthush – Pioneering Excellence in Heavy‑Equipment Innovation

For more than a century, brighthush has been the cornerstone of the construction, industrial, and agricultural sectors worldwide. From the first steel‑reinforced chassis to today’s AI‑driven diagnostics, we have consistently set the benchmark for reliability, performance, and customer service. Our global footprint spans every continent, yet our true strength lies in the relationships we nurture with our dealer partners. These dealers are the frontline ambassadors of brighthush, delivering world‑class equipment, rapid parts availability, and expert support to customers in even the most remote locations.

In an era where infrastructure projects are becoming more complex, sustainable, and data‑centric, brighthush is at the forefront of integrating cutting‑edge technology, predictive analytics, and a relentless focus on customer satisfaction. We are looking for a seasoned leader who can translate this commitment to excellence into tangible results for our dealer community.

Why brighthush?

At brighthush, we don’t just build machines – we build futures. Our culture is built on three pillars:

• Innovation: Every engineer, technician, and dealer partner is empowered to bring new ideas to life.
• Integrity: We operate with transparency, accountability, and a deep respect for our customers and partners.
• Impact: From the first shovel to the last bolt, our equipment shapes the world’s infrastructure.

As a member of the brighthush family, you’ll join a community that values curiosity, collaboration, and continuous learning.

Position Overview

The Senior Territory Customer Support Manager is the linchpin between brighthush and its dealer partners across the South Central United States. This senior‑level role blends deep technical knowledge, customer‑service acumen, and strategic thinking to ensure seamless operations, efficient parts management, and timely resolution of warranty claims. The successful candidate will travel extensively—approximately 50‑70% of the time—to build strong relationships, conduct on‑site support, and champion continuous improvement initiatives that elevate dealer performance and customer satisfaction.

Day in the Life

Imagine starting your day with a quick virtual huddle with the regional sales team, followed by a drive to a dealer site in a rural county. You’ll spend the morning reviewing the dealer’s parts inventory, troubleshooting a warranty claim, and coaching the on‑site service manager on best practices. In the afternoon, you’ll return to the office to analyze KPI dashboards, draft a cross‑functional improvement plan, and prepare a presentation for the next regional strategy meeting. Evenings are often spent networking at local industry events or mentoring junior support staff via video call.

Key Responsibilities

• Dealer Operations Support: Act as the go‑to resource for dealer partners, providing guidance on product usage, service procedures, and best practices. Conduct regular site visits to assess performance, identify improvement opportunities, and ensure compliance with brighthush standards.
• Parts Business Management: Oversee the parts inventory lifecycle within the territory, including forecasting demand, coordinating with supply‑chain teams, and optimizing stock levels to minimize downtime for dealers.
• Warranty Claims Handling: Manage the end‑to‑end warranty claim process, from initial submission to resolution. Collaborate with technical teams, logistics, and finance to expedite claims, maintain accurate records, and uphold customer satisfaction.
• Performance Analytics: Collect, analyze, and report on key performance indicators (KPIs) such as parts sales, claim turnaround time, and dealer satisfaction scores. Use data‑driven insights to recommend process improvements and strategic initiatives.
• Cross‑Functional Collaboration: Partner with Sales, Service, Marketing, and Engineering teams to align on product launches, service updates, and dealer training programs. Serve as the bridge between dealer needs and internal stakeholders.
• Compliance & Risk Management: Ensure all dealer activities comply with regulatory requirements, safety standards, and company policies. Conduct risk assessments and develop mitigation plans as needed.
• Team Leadership & Development: Mentor and coach junior support staff and dealer representatives. Foster a culture of continuous improvement, accountability, and customer‑centricity.
• Strategic Planning & Execution: Lead the development and execution of territory‑level strategies that align with brighthush’s global objectives, including market expansion, product adoption, and service excellence.
• Customer Advocacy: Serve as the voice of the dealer community within brighthush, translating on‑ground insights into actionable improvements in product design, support processes, and service delivery.

Essential Qualifications

• Minimum of 5 years of progressive experience in the construction, industrial, or agricultural equipment industry.
• High school diploma or equivalent; a bachelor’s degree in Business, Engineering, or a related field is highly desirable.
• Valid driver’s license with a clean driving record; willingness to travel 50‑70% of the time across the South Central U.S.
• Strong technical aptitude with a solid understanding of heavy‑equipment systems, maintenance procedures, and parts logistics.
• Proficiency in brighthush Office Suite (Word, Excel, PowerPoint, Outlook) and brighthush CRM.
• Excellent communication skills in English, both written and verbal, with the ability to convey complex technical information clearly.
• Demonstrated ability to manage multiple priorities, meet deadlines, and work independently in a fast‑paced environment.
• Proven track record of building and maintaining high‑performing relationships with dealer partners.

Preferred Qualifications

• Experience in a customer‑support or dealer‑management role within a large manufacturing organization.
• Knowledge of warranty claim processes, parts inventory systems, and dealer performance metrics.
• Experience with data analytics tools (e.g., brighthush Analytics Suite) to generate actionable insights.
• Project Management certification (e.g., PMP, CAPM) or equivalent experience.
• Fluency in additional languages (Spanish, French, etc.) to support diverse dealer communities.
• Experience leading cross‑functional teams and driving change initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships with dealers.
• Analytical Thinking: Ability to interpret data, identify trends, and propose evidence‑based solutions.
• Problem‑Solving: Creative and decisive approach to resolving complex operational challenges.
• Adaptability: Comfortable navigating changing priorities, technologies, and market conditions.
• Leadership: Proven track record of influencing stakeholders, coaching teams, and driving results.
• Collaboration: Strong interpersonal skills to work effectively across functional teams and geographic locations.
• Strategic Vision: Ability to translate business goals into actionable plans and measurable outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Territory Customer Support Manager, you will:

• Gain exposure to senior leadership through regular strategy meetings and cross‑functional projects.
• Participate in specialized training programs covering advanced product knowledge, sales techniques, and leadership development.
• Access a global learning platform with courses in project management, data analytics, and customer experience.
• Potential progression to roles such as Regional Support Director, National Dealer Relations Lead, or Global Customer Experience Manager.
• Opportunity to lead international initiatives, expanding your influence beyond the South Central U.S.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, integrity, and inclusivity. Our remote‑first approach, combined with on‑site engagements, ensures flexibility while maintaining strong team cohesion. You’ll enjoy:

• Collaborative virtual meetings and state‑of‑the‑art collaboration tools.
• Regular in‑person gatherings at dealer sites, regional conferences, and company events.
• A supportive network of peers and mentors who share knowledge and celebrate successes.
• Commitment to work‑life balance, with flexible scheduling and generous time‑off policies.
• Access to cutting‑edge technology and resources that empower you to deliver outstanding results.

Our Commitment to Sustainability

brighthush is dedicated to reducing its environmental footprint. We invest in fuel‑efficient engines, low‑emission parts, and sustainable manufacturing practices. As a Territory Customer Support Manager, you’ll play a key role in promoting these initiatives to dealers, ensuring they can offer greener solutions to their customers.

Diversity & Inclusion

We celebrate diversity in all its forms and believe that a variety of perspectives fuels innovation. brighthush is an equal‑opportunity employer, committed to creating an inclusive environment where every employee can thrive.

Compensation & Perks

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior‑level responsibilities.
• Performance‑based incentives tied to dealer satisfaction, parts sales, and warranty resolution metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching contributions.
• Paid time off, holidays, and a flexible work schedule.
• Travel allowances, mileage reimbursement, and a company‑owned vehicle for on‑site duties.
• Professional development budget and access to industry conferences.
• Employee recognition programs and a culture that celebrates achievements.

Success Stories

Meet Alex Rivera, a former Territory Customer Support Manager who led a 30% reduction in warranty claim turnaround time across the Midwest. By implementing a real‑time parts tracking system and coaching dealer staff on proactive maintenance, Alex not only improved dealer satisfaction scores but also increased parts sales by 15% year‑over‑year.

How to Apply

Ready to take the next step in your career and make a lasting impact on the heavy‑equipment industry? Submit your application through our career portal or click the link below. We look forward to exploring how your expertise and passion align with brighthush’s vision for excellence.

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