Branch Manager, Product Support I

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.

ESSENTIAL FUNCTIONS:

Strategy and Execution:

• Works closely with Regional Manager, in alignment with Caterpillar, to develop and implement initiatives designed to grow our parts and labor share in the construction industries segment of business.
• Develops, influences and is responsible for annual budgets of assigned branch for parts and service departments. Updates and revises budget yearly in accordance with company guidelines. Oversees and manages expenses in conjunction with store management.
• Effectively communicates goals, provides resources and direction, and ensures all targets and metrics are met successfully.
• Leads assigned branch to meet or exceed all budgeted and dealer excellence objectives in alignment with corporate strategy.
• Collaborates and works directly with Regional Product Support Sales Managers and local Product Support Sales representatives to ensure effective engagement, interaction and necessary communication exists 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. Ensures proper and consistent accounting exists throughout assigned region.
• Evaluates client expectations and demands and analyzes Western's ability to meet those expectations and demands. Works with Parts and Service personnel to ensure clients receive a unified product support solution.
• Creates consistent processes that can be easily replicated at all locations within region ensuring a consistent client experience.
• Identifies 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 clients, anticipates customer needs and offers services as needed to keep clients from going to the competition.
• Promotes and manages all client care standards.
• Works within and promotes corporate vision and values of the organization.
• Performs other duties as assigned.

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.

KNOWLEDGE SKILLS AND ABILITIES:

• 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.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED). Bachelor's degree in business or related field preferred.
• Minimum of three years applicable heavy equipment service experience or comparable experience performing related tasks required. Caterpillar experience preferred.
• 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.)

PHYSICAL CHARACTERISTICS:

• 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.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

This role is designated as safety-sensitive.