Vice President of Product Support

Overview

Title: Vice President of Product Support

Reports to: Chief Operating Officer

Department/Division:  Product Support

Branch: Gaston, SC

Lead the Team That Keeps South Carolina Working!

Vice President of Product Support | Blanchard Machinery Company

Every road paved, every site cleared, and every project finished on time in South Carolina depends on one thing: equipment that runs when customers need it. At Blanchard Machinery Company, that promise belongs to our Product Support team, and we're looking for the executive who will lead it into its next chapter.

As Vice President of Product Support, you'll lead our Parts, Service, Logistics, and Product Support Sales organizations, which make up roughly half of Blanchard's workforce. You'll take full ownership of their performance. As a member of the Executive Leadership Team, you'll shape company strategy, strengthen our partnership with Caterpillar and other OEMs, and help make Blanchard the premier equipment support provider and employer of choice in South Carolina.

Why This Role Stands Out

• Real executive impact: Own a substantial P&L and help guide Blanchard's overall strategy and capital allocation decisions.
• A team worth building: Develop leaders, grow the technician pipeline, and create a culture where people are engaged, empowered, and safe.
• A chance to innovate: Harness data analytics, connected equipment, AI, and emerging technologies to deliver proactive, predictive support that keeps customers productive and a step ahead.
• Values that mean something: Lead through Safety, Integrity, Accountability, Communication, and Collaboration.

Who We're Looking For

You're a proven Product Support leader with 15+ years of progressive experience in Parts, Service, or related industrial operations, ideally with a Caterpillar dealer, a competitive heavy-equipment dealer, or a major OEM. You've delivered measurable gains in profitability and performance across complex, multi-location organizations. You've built strong teams along the way, and you're as comfortable in the shop and in the field as you are in the boardroom.

Ready to lead what keeps South Carolina moving? Apply today and help shape the future of Product Support at Blanchard Machinery Company.

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.

Responsibilities

• 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.

Qualifications

• 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.