Product Support Operations Manager

Harnish Group Inc.

is the Caterpillar Dealer in Central and Western Washington,  Central and Eastern Montana, Northwestern Wyoming, Northwestern North Dakota and Alaska.

Our Member Companies are N C Machinery Co., N C The Cat Rental Store, N C Power Systems Co., Tractor & Equipment Co., T&E The Cat Rental Store, and SITECH Northwest Inc., representing Caterpillar, and other manufacturers.

We are a family owned and managed company with 1,250 employees.

Our Mission is to help our customers succeed by providing premier business solutions delivered by engaged employees through teamwork and excellence. 

We have an opening for a Product Support Operations Manager, a member of our leadership team in the Alaska Machinery Division reporting to the Vice President of Product Support Operations.

This key role is responsible for managing P&L, conducting operational performance reporting and recommending profit and service improvements.

This position will lead a team of employees at our Alaska branches and responsible for the following:

Business Management:


* Build, enhance and maintain key customer relationships with Caterpillar and major suppliers to ensure organization is meeting Customer and Employee Satisfaction goals.


* Drive, grow and support the machinery Parts and Services business of our Caterpillar products.


* Perform as a service-focused leader who can deliver exceptional service in order to meet aggressive targeted sales growths for Parts and Service in the Alaska territory.


* Formulate business plans, programs, manage budgets, and identify business and employee needs, product challenges, department processes, business systems and changes in product procedures or services.


* Develop and maintain alignment of the Parts and Service teams with Caterpillar and NC Machinery Alaska.

People Management:


* Effectively lead the Parts and Service teams in multiple locations throughout the Alaska region.


* Demonstrated experience for building high performing teams through technical and business training and mentoring.


* Ability to identify and build performance plans for ensuring optimum staff performance.


* Demonstrated experience and strong interpersonal skills in managing diverse groups, motivating and developing employees and setting clear business goals.

Personal Attributes, Experience, and Education:


* Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors.


* Build, enhance and maintain key customer relationships with Caterpillar and major suppliers to ensure organization is meeting Customer and Employee Satisfaction goals.


* Minimum of 10 years’ experience is preferred.

Bachelor’s degree in business or related discipline preferred.

Caterpillar experience is a plus.


* Represent the company with a high degree of professionalism while demonstrating core Company Values.


* Create and maintain positive rela...