Sr. Regional Product Support Manager

Job Title: Sr. Regional Product Support Manager – Mining/Oil & Gas  

Working Pattern: Full Time

Working location: Working from Home US

Relocation assistance is not available for this position.

Why Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.

By joining Rolls-Royce, you’ll have the opportunity to create world-class power and propulsion solutions, pushing your problem-solving and ingenuity, to deliver real impact that puts safety first.

You’ll be given responsibility and the opportunity to grow in our high-performance culture. This is Infinite Potential. And it’s your chance to really shine and contribute to one of the world’s most recognized brands and a beacon for engineering excellence.

Position Summary

The Regional Product Support Manager (RPSM) provides second-level service support across the assigned region, working closely with the distribution network, OEM partners, customers, and internal teams in the Mining/Oil & Gas industry. This role helps resolve customer complaints, supports warranty-related decisions, and drives effective communication and follow-through on field service issues. The RPSM also conducts field inspections, prepares service-related presentations, and uses company protocols to identify failure causes and help reduce future incidents. The RSM would be mainly responsible for covering the Southwest region of the United States with frequent travel to Utah, New Mexico, Texas, and other states in that region.

What you will be doing

• 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

.Basic 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

Preferred Requirements:

• 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.

Power Systems is the Rolls-Royce business which provides world-class power solutions and complete life-cycle support under our product and solution brand mtu. Through digitalisation and electrification, we strive to develop drive and power generation solutions that provide answers to the challenges posed by the rapidly growing societal demands for energy and mobility.

We deliver and service comprehensive, powerful and reliable systems, based on bo