Vice President of Product Support

Blanchard Machinery Company•Gaston, SC

About The Position

Blanchard Machinery Company is seeking an executive to lead its Product Support organization, including Parts, Service, Logistics, and Product Support Sales, which together represent roughly half of the company's workforce. As a member of the Executive Leadership Team, the Vice President will own Product Support performance and a substantial P&L, contribute to company strategy and capital allocation, strengthen relationships with Caterpillar and other OEMs, and help position Blanchard as South Carolina's premier equipment support provider and employer of choice. The role focuses on safety- and values-driven leadership, profitable growth, operational excellence, customer experience, people development, and digital transformation. The Vice President will develop and execute a multi-year Product Support strategy; improve financial, operational, and customer outcomes across a complex, multi-location organization; and use data analytics, connected equipment, AI, and emerging technologies to advance proactive and predictive support. The position requires regular travel throughout South Carolina to branches, customer locations, and operational facilities, with occasional travel outside the state. Work is primarily indoors but may include non-climate-controlled and outdoor environments, and the employee may need to be present at designated worksites. The role may involve occasional physical activities when visiting shops, field locations, and customer environments, along with using computers and other technology.

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 use 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.
Ability to work effectively in office, shop, and field environments while following applicable safety requirements.
Valid driver's license and good driving record.
Equivalent education and progressive leadership experience may be considered in lieu of a degree.

Nice To Haves

Experience with a Caterpillar dealer, competitive heavy-equipment dealer, or major equipment OEM.

Responsibilities

Promote the company's vision, mission, and values and contribute to a positive work environment.
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 all 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 talent pipelines through technician development, apprenticeship programs, career pathways, and leadership succession planning.
Create an engaged and empowered workforce and establish a high-performance culture that balances accountability with coaching, collaboration, and employee development.
Develop and execute a multi-year Product Support strategy aligned with the company's vision and objectives.
Use data analytics, connected equipment, AI, and emerging technologies to improve customer outcomes and employee productivity.
Identify and lead the transition to proactive, predictive, and digitally enabled customer support, ensuring new capabilities deliver measurable business value.
Build strategic relationships with Caterpillar and other key OEM partners and lead alignment with OEM programs, standards, warranty processes, and strategic initiatives.
Collaborate across Safety, Machine Sales, Rental, Energy, Technology, Finance, IT, Marketing, and Talent & Development.
Contribute to company strategy, capital allocation decisions, and long-term success as a member of the Executive Leadership Team.
Perform other duties as assigned.