Regional Manager, Product Support

Western States Careers•Pocatello, ID

10d•Onsite

About The Position

This position is responsible for overseeing the Western States’ Parts and Service Departments for an assigned region of Western States Equipment and the locations within that region. This role will direct, educate, and oversee the growth and development of the Parts and Service employees within their assigned region, in alignment with strategic objectives. Our overall mission is to Solve our Customers Toughest Challenges--the Regional Manager will be 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 region, which will result in high client satisfaction from solving their toughest challenges. ABOUT WESTERN STATES Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers’ toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation. By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success. Safety Actively cares, promotes, manages, and advocates for safety at Western States. As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards. Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority. Customer Care Commitments Convey Warmth and Empathy – Acknowledge customers and greet everyone with an authentic smile. Actively Listen – Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions. Build Trust – Take ownership, act with urgency, and follow through on commitments. Say Thank you – Express genuine appreciation for effort, feedback, and collaboration.

Requirements

Proof of high school diploma or General Education Degree (GED).
3-5 years applicable heavy equipment service experience or comparable experience performing related tasks required.
Three years of supervisory/management experience required.
Proof of driver’s license and acceptable driving record.
Must be able to communicate (speak, read, comprehend, write in English.)

Nice To Haves

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

Responsibilities

Works closely with Caterpillar, in conjunction with GM, to develop and implement initiatives designed to grow our parts and labor share in the construction Industries segment of business.
Works closely with GM/VP to ensure Product Support is evolving as necessary to engage, utilize and execute on all digital tools and processes.
Develops, influences and is responsible for annual budgets of all locations for parts and service departments.
Updates and revises budget yearly in accordance with company guidelines.
Oversees and manages expenses in conjunction with store management.
Oversees assigned Parts and Service region. Effectively communicates goals, provides resources and direction, and ensures all targets and metrics are met successfully.
Leads region to meet or exceed all budgeted and dealer excellence objectives in alignment with corporate strategy.
Collaborates and works directly with Product Support Sales Manager and Regional Product Support Sales Managers to ensure effective engagement, interaction and necessary communication between Product Support Sales Reps and Product Support operations to achieve Gold Standard client experience and successful results for the organization.
Analyzes and monitors financial statements and initiates changes as necessary.
Ensure proper and consistent accounting exists throughout assigned region.
Evaluates customers’ expectations and demands and analyzes Western’s ability to meet those expectations and demands.
Works with Parts and Service personnel to ensure customers receive a unified product support solution.
Creates consistent processes that can be easily replicated at all locations within region ensuring a consistent customer experience.
Develops and implements marketing plans to ensure profitable parts and service growth opportunity.
Evaluates Western’s position as it compares to competitors.
Works to keep competition from taking customers.
Anticipates customer needs and offers services as needed to keep customers from going to competition.
Promotes and manages all customer care standards.
Works within and promotes corporate vision, mission, and values of the organization.
Performs other duties as assigned.
Supervises Parts and Service employees-primarily management staff, for each location within assigned Region.
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 in assigned region.
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.
Performs other duties as assigned.