Branch Manager, Product Support

Western States Careers•Liberty Lake, WA

About The Position

The Branch Manager, Product Support is responsible for overseeing the Western States’ Parts and Service Departments for an assigned Branch of Western States Equipment. This role will direct, educate, and oversee the growth and development of the Parts and Service employees within their assigned branch, in alignment with strategic objectives. This role is responsible for the development and implementation of tactics, initiatives, strategic plans, and company core values to support Product Support (Parts/Sales) growth and profitability within the assigned branch, resulting in high client satisfaction, acceptable profit margins and continued growth. Strategy and Execution: Partner with the Regional Manager, in alignment with Caterpillar to drive parts and labor growth in the construction segment. Develop and manage annual parts and service budgets; oversee expenses with store leadership. Communicate goals clearly, provide resources, and ensure targets and metrics are achieved. Lead the branch to meet or exceed budget and dealer excellence objectives aligned with corporate strategy. Work closely with Product Support Sales leadership and reps to ensure strong collaboration and Gold Standard client service. Review financial statements, ensure accurate/consistent accounting, and make adjustments as needed. Assess client needs and partner with Parts and Service teams to deliver unified product support solutions. Build consistent, repeatable processes across all regional locations for a uniform client experience. Identify and execute marketing strategies to grow profitable parts and service business. Evaluate competitive positioning, anticipate customer needs, and implement strategies to retain clients. Performance Management: Supervises Parts and Service employees for branch location. Performs annual performance reviews and determines accurate compensation. Administers discipline; authority to hire and terminate employees. Plans, organizes, directs staffs and manages Parts and Service operations for assigned branch. Directs parts and service operations to meet or exceed all key performance indicators and company goals. Manages assets to ensure financial return on investment. Ensures local parts and service management teams work effectively with employees and that they can create a highly engaged workforce. Coaches and mentors on employee issues as needed.

Requirements

THINK-ACT-BE SAFE - At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.
Ability to develop and maintain product knowledge of Caterpillar and Western States products
Ability to develop and maintain effective working relationships with others
Ability to quickly identify problems, approach work from a solution-based focus and develop creative solutions to complex issues.
Strong oral and written communication skills.
Proficient in the use of Microsoft or other comparable systems required.
Ability to travel overnight.
Consistent attendance.
Proof of high school diploma or General Education Degree (GED).
Minimum of three years applicable heavy equipment service experience or comparable experience performing related tasks required.
Three years of supervisory/management experience required.
Valid driver’s license and acceptable driving record required.
Must be able to communicate (speak, read, comprehend, write in English.)
Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
Ability to lift up to 30 lbs. in accordance with Western States’ Lifting Policy to include amount and approach.
Must be able to meet all safety requirements for applicable safety policies.

Nice To Haves

Bachelor’s degree in Business or related field preferred.
Caterpillar experience preferred.

Responsibilities

Partner with the Regional Manager, in alignment with Caterpillar to drive parts and labor growth in the construction segment.
Develop and manage annual parts and service budgets; oversee expenses with store leadership.
Communicate goals clearly, provide resources, and ensure targets and metrics are achieved.
Lead the branch to meet or exceed budget and dealer excellence objectives aligned with corporate strategy.
Work closely with Product Support Sales leadership and reps to ensure strong collaboration and Gold Standard client service.
Review financial statements, ensure accurate/consistent accounting, and make adjustments as needed.
Assess client needs and partner with Parts and Service teams to deliver unified product support solutions.
Build consistent, repeatable processes across all regional locations for a uniform client experience.
Identify and execute marketing strategies to grow profitable parts and service business.
Evaluate competitive positioning, anticipate customer needs, and implement strategies to retain clients.
Supervises Parts and Service employees for branch location.
Performs annual performance reviews and determines accurate compensation.
Administers discipline; authority to hire and terminate employees.
Plans, organizes, directs staffs and manages Parts and Service operations for assigned branch.
Directs parts and service operations to meet or exceed all key performance indicators and company goals.
Manages assets to ensure financial return on investment.
Ensures local parts and service management teams work effectively with employees and that they can create a highly engaged workforce.
Coaches and mentors on employee issues as needed.