Job Overview

The VP of Product Support is responsible for overall parts and service operational functions as well as the sales for parts and service for Komatsu and Allied OEM products in east company owned distribution regions. Manage, lead, and develop the Product Support General Managers and supporting operations staff in the region to ensure profitable revenue growth while achieving a high level of internal employee and external customer satisfaction. Directly manage 5 Product Support Leaders across 11 branches with overall responsibility for 175+ employees.

Key Job Responsibilities

• Develop annual business plans, budgets, and activity plans to achieve financial performance targets. 
• Measure and monitor all regional service department metrics including billable hours, revisits, warranty recovery, service truck mileage recovery, shop supply recovery, operating profit, gross margins, and sales volumes.
• Create, maintain, administer, and manage appropriate policies and procedures to achieve a high level of safety and operational compliance throughout the product support operating areas.
• Measure and monitor all regional parts department metrics including inventory turn ratios, stock levels, fill ratios, margin, part returns and purchasing.
• Measure and monitor product support sales functions to ensure revenue growth, market targets, and margins are achieved.
• Develop and manage employee development plans for product support staff to increase product knowledge, understanding of operational procedures, OEM requirements and operating systems.
• Oversee and administer dispute resolution between regional managers, customers and suppliers/vendors promoting swift resolutions that promote future business while protecting against unnecessary losses for the company.
• Develop operating processes to achieve industry leading benchmarks utilizing the Komatsu Way to identify opportunities to drive continuous improvement while developing high performing teams.
• Review service department labor rates and vehicle mileage charges to ensure all regions are in line with market conditions and the ability to achieve gross margin targets.
• Work with Human Resources to develop a comprehensive Technician recruiting and retention plan to achieve service revenue growth targets and achieve a high level of customer satisfaction.
• Develop annual Cap Ex plan for all product support operations needs including but not limited to tooling, vehicles, facilities, and other support needs.
• Work with management and Human Resources to negotiate new labor agreements and resolve any grievances with local trade union work forces.
• Work with product support operations staff and OEM partners to develop marketing programs to drive incremental product support revenue.
• Performs additional duties as requested by management.

Qualifications/Requirements

• Bachelor level degree and/or 15 years in industry experience.
• Knowledge of Komatsu products and distribution product support management for the construction utility, rental, and mining industries.
• Understanding of distributor business operations and customer requirements, including accounting, credit, product support, warehousing, rebuild facility operations, IT, and sales functions.
• Strong organizational, leadership and management skills.
• Customer led with the ability to work with internal and external customers to achieve desired results.
• Strong verbal and written communication skills including computer skills.
• Extensive knowledge of computer software and its utilization potential, particularly essential dealer-based products, and enterprise platforms.