Manager - Product Support Branch

Description

Position Summary

The Branch Manager oversees the operations, personnel, and financial performance of a large or high?complexity branch with expanded P&L accountability and decision authority, setting the branch’s strategic direction within company guardrails.. This role drives revenue growth, ensures customer and employee satisfaction, and maintains rigorous safety standards. The Branch Manager safeguards company assets, cultivates an engaged and high-performing team, and sets strategic direction for the branch, all in alignment with MacAllister’s credo card and organizational vision.

Position Duties/Responsibilities

• Manage and oversee the day-to-day performance facility of a complex or largely, sized branch, including building maintenance, revenue, gross margin, expenses, and cash flow, to meet or exceed annual financial goals.
• Oversee a substantial branch budget and exercise comprehensive P&L responsibility, driving the branch to meet or exceed elevated revenue and profitability objectives set for high-performing locations.
• Own the strategic and enterprise account portfolio for the branch or area. Set account plans and service commitments within guardrails. Lead complex and high value warranty and claims resolutions, including policy and goodwill decisions within authority. Negotiate outcomes with customers and the OEM to protect margin and retention. Analyze trends to reduce claim cycle time and repeat failures
• Create and execute strategies that improve shop operations, logistics, administration, and customer service.
• Hire, coach, and develop branch employees; set clear goals, provide feedback, and build a strong talent pipeline.
• Foster a safe, positive workplace by championing safety standards and resolving customer issues promptly to protect goodwill.
• Oversee work-order flow and billing accuracy while controlling budgets, cost centers, and capital-expenditure requests.
• Ensure efficient utilization of company assets through tight inventory and equipment management, facility upkeep, and disciplined practices.
• Share best practices across branches and divisions to strengthen teamwork and ensure consistent, high-quality operations.
• Identify and drive process improvements, new business opportunities, and market-share growth with leadership.
• Perform regular walk-throughs and operational reviews to keep a pulse on team morale, safety compliance, and branch health.
• Serve as the primary escalation point for complex customer and operational issues, resolving matters with moderate to high financial impact.
• Carry out additional projects or initiatives assigned by leadership.

Supervisory Responsibilities:

• Responsible for the execution and interpretation of policies and for the successful operation of assigned units. Responsible for recruiting, hiring and disciplining employees. May be responsible for directing the work of first-line supervisors.

Position Requirements

Required:

• Bachelors’ degree in related field (business, finance, or supply-chain) or equivalent work experience.
• 7+ years leadership experience in product support or heavy equipment operations
• 10+ years heavy equipment industry experience.
• Proven P&L accountability with sustained performance for revenue and profit targets at significant levels.
• Demonstrated leadership experience with a large or complex scope of work.

Preferred:

• 10+ years leadership experience, leading Caterpillar service and/or parts operation
• 12+ years in the heavy equipment industry
• Lean/Continuous improvement certification (White Belt)

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent overall managerial skills in the areas of communication, organization, judgment, team building, interpersonal skills, and problem solving.
• Proven P&L accountability
• Strong strategic thinking skills.
• Advanced financial acumen (price/mix, absorption, labor productivity),
• Excellent change management skills.
• Good mechanical aptitude and experience with machines.
• Strong computer skills including Microsoft Office products as well as the ability to learn industry specific programs is required.
• Dedicated self-starter with the ability to work independently without the need for daily direct supervision and with a strong sense of urgency.
• A team player possessing the ability to professionally work with customers, vendors, peers, and co-workers as well as the ability to develop strong, long-term relationships.
• Thorough understanding of heavy equipment business and the ability to assist in the management the rental division
• Excellent ability to build highly effective teams

Other Requirements of Position

• Works under limited supervision. Independently determines the approach to take and the methods to use.  Interprets policy in terms of objectives.  Informs manager of unusual situations with far-reaching implications.
• Major responsibilities typically require creativity and latitude. Employee typically operates with specific objectives but often few written or unwritten procedures as guidelines.  Some policies or precedents for action exist.
• If an error is made while in this position, it will require moderate effort to identify the error and can create a significant impact on the company financially.

The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs.

All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.