General Manager, Product Support

 Stowers Machinery is proud to expand from East Tennessee into Southern Florida through the opening of Coastal Construction Equipment, LLC, the region's CAT Compact Equipment Dealer. This expansion strengthens our ability to provide customers with exceptional sales, rental, parts, and service support.

Don't miss the opportunity to join our team during this exciting period of growth and help build the future of our Southern Florida operation. Apply today!

Position Scope:

The General Manager of Product Support, a Director level role, is responsible for leading and overseeing the service and parts operations across multiple Compact Construction Equipment and Building Construction Products sales and service locations. This position is accountable for driving operational excellence, financial performance, customer satisfaction, employee development, and market growth while ensuring consistent execution of company standards across all branches. The General Manager of Product Support provides strategic leadership for service and parts teams, develops operational plans, drives continuous improvement initiatives, and collaborates with sales and executive leadership to deliver an exceptional customer experience throughout the equipment ownership lifecycle.

Knowledge and Skill Requirements:

• Extensive knowledge of service and parts operations within construction equipment, agricultural equipment, heavy equipment, or related industries.
• Strong understanding of service department financials, including revenue, gross profit, labor recovery, absorption, and expense management.
• Knowledge of inventory management principles, parts procurement, forecasting, and inventory optimization.
• Ability to develop and execute operational strategies that improve profitability, efficiency, and customer satisfaction.
• Strong leadership and organizational skills with the ability to manage multiple locations and diverse teams.
• Knowledge of equipment maintenance, repair processes, warranty administration, and technical support operations.
• Strong analytical and problem-solving abilities with experience utilizing operational metrics and KPIs.
• Ability to build and maintain positive relationships with customers, employees, vendors, and OEM partners.
• Excellent verbal, written, presentation, and communication skills.
• Proficiency with dealership management systems, ERP software, reporting tools, and Microsoft Office applications.
• Commitment to safety, compliance, and continuous improvement.

Preferred Qualification(s):

• Bachelor’s Degree in Business Administration, Management, Engineering, or related field preferred.
• Valid driver's license with acceptable driving record.
• Demonstrated success leading multi-location service and parts operations.
• OEM dealership experience preferred.
• Bilingual (English/Spanish) preferred.

Education Requirements:

• High school diploma or GED required.
• Associate’s or Bachelor's degree in Business, Management, Engineering, or related field preferred.
• Additional leadership, operations, financial management, or technical certifications preferred.

Leadership Responsibilities:

• Provide leadership and direction to Service Managers, Parts Managers, and supporting personnel across multiple locations.
• Establish operational objectives and performance expectations aligned with company goals.
• Develop, coach, mentor, and evaluate management team members to support succession planning and organizational growth.
• Foster a culture centered on safety, accountability, teamwork, customer service, and continuous improvement.
• Lead branch leadership teams in achieving financial, operational, and customer satisfaction goals.
• Facilitate communication between service, parts, sales, rental, and administrative departments.
• Promote employee engagement, retention, leadership development, and workforce planning initiatives.
• Support recruiting, onboarding, and talent development efforts for service and parts personnel.
• Ensure consistent implementation of company policies, procedures, and operational standards across all locations.

Preferred Experience and Skills:

• Ten or more years of progressive leadership experience in equipment dealership service and parts operations.
• Experience managing multiple branch locations and geographically dispersed teams.
• Strong understanding of compact construction equipment, attachments, and support products.
• Experience managing departmental budgets, forecasting, and financial performance.
• Proven success improving service profitability, technician productivity, labor recovery, and parts sales growth.
• Experience with inventory management, parts turns, fill rates, and obsolete inventory reduction initiatives.
• Knowledge of warranty processes, customer support programs, and service scheduling best practices.
• Experience utilizing business intelligence tools and operational reporting to drive results.
• Strong negotiation, conflict resolution, and change management skills.
• Demonstrated ability to lead through growth, organizational change, and expansion initiatives.

Work Environment:

• Frequent travel between branch locations, customer sites, and company facilities.
• Regular interaction with customers, employees, vendors, manufacturers, and executive leadership.
• Combination of office, shop, warehouse, and outdoor work environments.
• Exposure to noise, dust, moving machinery, and varying weather conditions when visiting operational facilities.
• Requires occasional lifting, standing, walking, and movement throughout service and warehouse environments.
• May be required to work flexible hours, including occasional evenings and weekends, based on business needs.
• Responsible for overseeing operations in a safety-sensitive environment requiring adherence to company policies and regulatory requirements.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. Stowers Machinery Corporation reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.