Vice President of Product Support

Blanchard Machinery•Gaston, SC

1d•Onsite

About The Position

Blanchard Machinery Company is seeking an executive to lead its Product Support organization, including Parts, Service, Logistics, and Product Support Sales. The role has full responsibility for the performance of these organizations, which represent roughly half of the company’s workforce. As a member of the Executive Leadership Team, the Vice President will contribute to company strategy and capital allocation, strengthen relationships with Caterpillar and other OEMs, and help position Blanchard as a leading equipment support provider and employer in South Carolina. The Vice President owns Product Support P&L performance and leads a substantial, complex, multi-location organization. The role focuses on profitable growth, operational excellence, customer experience, employee and leadership development, safety, and digital transformation. The executive will promote proactive and predictive customer support through data analytics, connected equipment, AI, and other emerging technologies, while ensuring new capabilities deliver measurable business value. The position is based at the Gaston, South Carolina branch and involves regular travel throughout the state, with occasional travel outside South Carolina. Work is primarily indoors, with possible work in outdoor and non-climate-controlled environments and presence at designated worksites. The role may require occasional physical activity during visits to shops, field locations, and customer environments.

Requirements

15 or more years of progressive leadership experience in Product Support, Parts, Service, or related industrial operations, including significant responsibility for a complex, multi-location organization.
Demonstrated success leading a substantial P&L and delivering sustained, measurable improvements in profitability, growth, and operational performance.
Proven ability to develop leaders, strengthen organizational culture, and build effective succession pipelines.
Strong financial acumen, analytical capabilities, and strategic planning skills.
Demonstrated experience implementing Lean, Six Sigma, or comparable continuous improvement methodologies.
Ability to leverage technology, data, and innovation to improve business performance.
Strong customer orientation and experience supporting customers across multiple industries.
Exceptional communication, collaboration, and change leadership skills.
Demonstrated commitment to values-driven leadership and developing employees to achieve their full potential.
Ability to work effectively in office, shop, and field environments while following applicable safety requirements.
Valid driver’s license and good driving record.
Ability to meet the position’s occasional physical demands, including standing, walking, stooping, squatting, pushing, pulling, twisting, turning, and lifting when visiting shop, field, and customer environments.
Ability to see, read, and write to complete job responsibilities and use computers and other technology.

Nice To Haves

Experience with a Caterpillar dealer, competitive heavy-equipment dealer, or major equipment OEM is strongly preferred.
An equivalent combination of education and progressive leadership experience may be considered in lieu of a degree.

Responsibilities

Contribute to a positive work environment and promote Blanchard Machinery Company’s vision, mission, and values.
Complete responsibilities safely and champion a safe and healthy work environment.
Champion a proactive safety culture, establish accountability for safe work practices and hazard prevention, and improve leading safety indicators.
Own Product Support P&L performance, including revenue, gross profit, operating expenses, net profit, and working capital.
Develop annual operating plans, budgets, forecasts, and long-term financial objectives.
Improve profitability through pricing discipline, labor productivity, operational efficiency, inventory management, and sustainable revenue growth.
Set measurable performance expectations and hold leaders accountable for results.
Provide executive leadership for Parts, Logistics, Field Service, Shop Service, Preventive Maintenance, and Product Support Sales.
Establish consistent operating standards and processes across branches.
Improve technician productivity, labor recovery, service quality, parts availability, inventory efficiency, and customer responsiveness.
Champion Lean, Six Sigma, and continuous improvement to eliminate waste and improve efficiency.
Build a customer-focused organization that maximizes equipment uptime and productivity, lowers owning and operating costs, and grows the number of customers served.
Drive customer satisfaction, retention, loyalty, and aftermarket market share.
Expand proactive product support solutions, including service agreements, fleet health, preventive maintenance, and equipment lifecycle management.
Develop executive relationships with key customers and resolve significant customer concerns.
Attract, retain, coach, and develop employees and leaders.
Build a talent pipeline through technician development, apprenticeship programs, career pathways, and leadership succession planning.
Foster an engaged and empowered workforce and a high-performance culture balancing accountability with coaching, collaboration, and employee development.
Develop and execute a multi-year Product Support strategy aligned with Blanchard’s vision and business objectives.
Use data analytics, connected equipment, AI, and emerging technologies to improve customer outcomes and employee productivity.
Identify opportunities to shift from reactive service delivery to proactive, predictive, and digitally enabled customer support.
Lead organizational change and ensure new capabilities deliver measurable business value.
Build strategic relationships with Caterpillar and other key OEM partners.
Align Product Support with OEM programs, standards, warranty processes, and strategic initiatives.
Collaborate across Safety, Machine Sales, Rental, Energy, Technology, Finance, IT, Marketing, and Talent & Development to achieve enterprise objectives.
Contribute to Blanchard’s overall strategy, capital allocation decisions, and long-term success as a member of the Executive Leadership Team.
Perform other duties as assigned.