Vice President of Product Support

Title: Vice President of Product Support

Reports to: Chief Operating Officer

Department/Division:  Product Support

Branch: Gaston, SC

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. 

Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO, VTO (volunteer time off) and paid holidays, and much more.
• Exposure to world-class training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

• Contribute to a positive work environment and promote the vision, mission, and values of BMC.
• Complete all job responsibilities in a safe manner, promoting and championing a safe and healthy work environment.

Safety and Values-Driven Leadership

• Champion a proactive safety culture that ensures every employee returns home safely every day.
• Establish accountability for safe work practices, hazard prevention, and continuous safety improvement.
• Identify, track, and improve leading safety indicators that reduce the frequency and severity of incidents and injuries.

Financial Performance and Profitable Growth

• Own Product Support P&L performance, including revenue, gross profit, operating expenses, net profit, and working capital.
• Develop annual operating plans, budgets, forecasts, and long-term financial objectives.
• Improve profitability through pricing discipline, labor productivity, operational efficiency, inventory management, and sustainable revenue growth.
• Establish measurable performance expectations and hold leaders accountable for results.

Operational Excellence

• Provide executive leadership for Parts, Logistics, Field Service, Shop Service, Preventive Maintenance, and Product Support Sales.
• Establish consistent operating standards and processes across all branches.
• Improve technician productivity, labor recovery, service quality, parts availability, inventory efficiency, and customer responsiveness.
• Champion Lean, Six Sigma, and continuous improvement to eliminate waste and drive efficiency gains throughout the division and company.

Customer Experience and Market Leadership

• Build a customer-focused organization committed to maximizing equipment uptime and productivity and lowering owning and operating costs, with the goal of significantly growing the number of customers served each year.
• Drive customer satisfaction, retention, loyalty, and aftermarket market share.
• Expand proactive product support solutions, including service agreements, fleet health, preventive maintenance, and equipment lifecycle management.
• Develop executive relationships with key customers and resolve significant customer concerns.

People Development and Organizational Capability

• Attract, retain, coach, and develop outstanding employees and leaders.
• Build a strong talent pipeline through technician development, apprenticeship programs, career pathways, and leadership succession planning.
• Create an environment where employees are engaged, empowered, and committed rather than simply compliant.
• Establish a high-performance culture that balances accountability with coaching, collaboration, and employee development.

Strategy, Innovation, and Digital Transformation

• Develop and execute a multi-year Product Support strategy aligned with Blanchard's vision and business objectives.
• Champion the use of data analytics, connected equipment, AI, and emerging technologies to improve customer outcomes and employee productivity.
• Identify opportunities to transition from reactive service delivery to proactive, predictive, and digitally enabled customer support.
• Lead organizational change and ensure new capabilities deliver measurable business value.

Caterpillar and Enterprise Partnerships

• Build strong strategic relationships with Caterpillar and other key OEM partners.
• Lead Product Support alignment with OEM programs, standards, warranty processes, and strategic initiatives.
• Collaborate across Safety, Machine Sales, Rental, Energy, Technology, Finance, IT, Marketing, and Talent & Development to achieve enterprise objectives.
• Contribute to Blanchard's overall strategy, capital allocation decisions, and long-term success as a member of the Executive Leadership Team.
• Performs other duties as assigned.

• An equivalent combination of education and progressive leadership experience may be considered in lieu of a degree.
• 15+ years of progressive leadership experience in Product Support, Parts, Service, or related industrial operations, including significant responsibility for a complex, multi-location organization.
• Caterpillar dealer, competitive heavy-equipment dealer, or major equipment OEM experience strongly preferred.
• Demonstrated success leading substantial P&L and delivering sustained, measurable improvements in profitability, growth, and operational performance.
• Proven ability to develop leaders, strengthen organizational culture, and build effective succession pipelines.
• Strong financial acumen, analytical capabilities, and strategic planning skills.
• Demonstrated experience implementing Lean, Six Sigma, or comparable continuous improvement methodologies.
• Ability to leverage technology, data, and innovation to improve business performance.
• Strong customer orientation and experience supporting customers across multiple industries.
• Exceptional communication, collaboration, and change leadership skills.
• A demonstrated commitment to values-driven leadership and developing employees to achieve their full potential.
• Ability to work effectively in office, shop, and field environments while following all applicable safety requirements.
• Valid driver's license and good driving record required.

Working Conditions

• Regular travel throughout South Carolina to Blanchard branches, customer locations, and operational facilities.
• Occasional travel outside South Carolina for Caterpillar meetings, industry events, training, and strategic partnerships.
• The physical environment requires the employee to work primarily inside throughout the day; however, this position may also require working in non-climate-controlled environments as well as outdoors.
• Position may require employee to be physically present at designated worksite locations.
• May require occasional standing, walking, stooping, squatting, pushing, pulling, twisting, turning, and lifting when visiting shop, field, and customer environments.
• Seeing, reading, and writing to complete job responsibilities.
• Use of computers and other forms of technology to complete job responsibilities.