Job Summary:

The Branch Product Support Manager is responsible for the efficient and profitable operation of the assigned branch. The position requires a proactive leader who will advise and make recommendations to the Regional Product Support Manager, advising on strategies and making recommendations to protect and enhance the company's interests. Key responsibilities include managing all aspects of branch Product Support operations, from personnel management and budgeting to policy enforcement and ensuring operational effectiveness. The Branch Product Support Manager will play a critical leadership role in driving branch success, fostering a high performing team, and ensuring the branch consistently meets or exceeds its financial and operational goals.

Key Responsibilities:

Branch Operations Management: Oversee and manage all aspects of the branch's operations, including service, parts, and administration, ensuring that all processes are efficient and aligned with company standards and goals.

Team Leadership & Development: Lead, motivate, and develop a team of employees across various departments (sales, service, parts, etc.). Foster a positive and collaborative work environment, providing coaching, training, and development opportunities to ensure high performance.

Sales & Revenue Growth: Drive sales performance and profitability by implementing sales strategies, identifying market opportunities, and ensuring that the branch achieves its sales and financial targets. Collaborate with the sales team to secure new business and maintain strong customer relationships.

Customer Service Excellence: Ensure the highest level of customer satisfaction by addressing customer inquiries, resolving issues, and maintaining strong relationships with key customers to drive financial success. Ensure the branch consistently delivers product and service commitments to foster long-term loyalty and satisfaction.

Financial Management: Develop and manage the branch's budget, ensuring efficient cost control, profitability, and adherence to financial goals. Monitor financial performance, including expenses and profits, and adjust strategies as needed to meet or exceed targets.

Inventory & Resource Management: Oversee the management of parts inventory and service equipment, ensuring stock levels meet customer demand while minimizing excess inventory. Coordinate with the parts and service teams to ensure optimal equipment availability and performance.

Compliance & Safety: Ensure the branch operates in compliance with all regulatory requirements, safety protocols, and Fabick Cat policies. Promote a committed to safe service culture, ensuring that safety standards are consistently met.

Reporting & Performance Monitoring: Track key performance indicators (KPIs) for the branch, including customer satisfaction, inventory levels, and operational efficiency. Provide regular reports to upper management and take corrective actions as necessary.

Problem Resolution: Serve as the point of escalation for any operational or customer-related issues, working with the team to develop and implement solutions that drive positive outcomes for the branch and customers.

Strategic Planning: Collaborate with senior leadership to develop and execute the branch's strategic plans, ensuring alignment with Fabick Cat's overall business objectives. Stay informed about key competitors' strengths, weaknesses, opportunities, and threats. Identify growth opportunities and implement strategies to enhance branch performance.

Supervisory Responsibilities:

The Branch Product Support Manager is responsible for the overall direction, coordination, and evaluation of employees in the Service, Parts, and Office Departments. Supervisory duties include:

• Interviewing, hiring, and training employees.
• Planning, assigning, and directing work.
• Conducting performance evaluations, rewarding, and disciplining employees.
• Addressing complaints and resolving issues in a timely and effective manner.

This position requires a proven leader with a strong ability to influence and inspire others, prioritize tasks effectively, and drive the success of the branch through strategic oversight and team leadership.

Qualifications:

• Education & Experience:
  • Bachelor's degree in Business, Management, or a related field (preferred) or equivalent experience.5+ years of experience in branch management, sales, or operations within the heavy equipment or related industries, with a proven track record of leadership and success.
• Leadership Skills:
  • Strong leadership, management, and mentoring skills with the ability to inspire and motivate a diverse team.
  • Experience managing cross-functional teams and fostering a positive work culture.
• Industry Knowledge:
  • In-depth knowledge of the heavy equipment industry, particularly Caterpillar products and services, is highly preferred.
  • Understanding of service operations, parts management, and sales within the heavy equipment sector.
• Financial Acumen:
  • Proven ability to manage budgets, financial reports, and KPIs to ensure profitability and efficiency.
• Customer Focused:
  • Strong commitment to delivering exceptional customer service and maintaining long-term customer relationships.
• Communication & Problem-Solving:
  • Excellent verbal and written communication skills, with the ability to effectively interact with customers, employees, and senior management.
  • Strong problem-solving abilities, with the ability to make decisions in fast-paced environments.
• Technological Proficiency:
  • Proficiency in using business management software, CRM tools, and standard office software (Microsoft Office Suite, etc.).
• Preferred:
  • Previous experience in the heavy equipment or construction industry, particularly with Caterpillar products and services.
  • Knowledge of safety and regulatory standards in the heavy equipment industry.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods, stand, walk, bend and stoop to perform the essential functions of this job. Occasionally lift and/or move up to 20 pounds.