Branch Manager, Product Support

Western States Equipment Co.

Location Pin Icon
Hayden, ID
Third Shift

Job Description

As posted by the hiring company

Job Overview:

 SUCCESS AT WESTERN STATES:  Western State’s culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

JOB SUMMARY:  The Branch Manager, Product Support is responsible for overseeing the Western States’ Parts and Service Departments for an assigned Branch of Western States Equipment. This role will direct, educate, and oversee the growth and development of the Parts and Service employees within their assigned branch, in alignment with strategic objectives.  This role is responsible for the development and implementation of tactics, initiatives, strategic plans, and company core values to support Product Support (Parts/Sales) growth and profitability within the assigned branch, resulting in high client satisfaction, acceptable profit margins and continued growth.



  • Actively cares, promotes, manages, and advocates 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.
  • Ability to complete Job Hazard Analysis (JHA’s) prior to any job-related tasks according to WSECO’s policy and standards.
  • Maintains clean/clutter free personal work areas to ensure safe environment for all WSECO employees.
  • Adhering to required personal protective equipment (PPE) as identified in safety policy.
  • Ensuring safety boots, high vis vests, safety glasses, and all required PPE are secured for internal and external clients entering the yard.

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. 


  • 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.


  • 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.)


  • 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.