Carolina CAT – Branch Manager

Job Posted: October 28th, 2021

Location: Asheville, North Carolina, US


The Branch Manager has the critical responsibility to oversee safety, employee engagement, customer experience and financial performance of the local Parts and Service departments. Facility appearance and overall health is also the responsibility of the Branch Manager. This not only includes day-to-day operations but also strategic direction and the consistent performance of the branch.  An active Branch Manager fosters meaningful and mutually beneficial relationships with area customers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Service & Parts Responsibilities:

The Branch Manager directs and controls the branch Parts and Service departments to ensure an efficient and profitable operation to support branch and corporate objectives, and by maintaining the highest quality of service to the customer.  This includes:

  • Developing, monitoring, and managing annual budgets and objectives for respective departments  
  • Ensuring high degree of branch safety by overseeing the work of a safety committee, holding folks accountable and fostering a healthy and safety centric culture
  • Ensuring repair quality, quote compliance, customer communications, technician efficiency and order accuracy
  • Engaging subordinate employees while fostering a high degree of trust and mutual understanding
  • Effectively delegating work to develop staff and effectively manage operation
  • Using advanced problem-solving methods to improve operational efficiency, quality, and profitability
  • Developing and overseeing technician hiring plan
  • Oversee hiring of perspective parts employees
  • Building Customer Experience (CX) culture through coaching and leading by example
  • Supporting cross departmental business operations and strategies (Truck)
  • Performing layered audits and Gemba walks to coach team and develop lean methodology
  • Ensuring high level of housekeeping standards to support 6s and contamination control targets
  • Timely resolution of customer complaints and disputes.
  • Providing employees with timely performance-based feedback and official performance reviews
  • Providing operational analysis with corrective actions and best practices to leadership team
  • Working independently with Caterpillar Parts and Service Representatives

Employee Satisfaction:

The Branch Manager is responsible for the harmony and safe working conditions.  He/she is accountable for the actions of branch employees.  His/her example should help create a positive working environment that fosters excitement in the workplace. The Branch Product Support Manager is a combination of facilitator and motivator.

 The Branch Manager will be responsible for overall employee well being and attitude. He/she will work closely with the other managers to assure employees have an avenue to discuss issues and concerns.  This shall include disciplinary issues as well as day to day issues.  Employees should feel they have a voice, and that our management group is willing to listen and act where appropriate. Employees should also feel they have the chance to advance with the company as opportunities arise.

Service Facilities:

The Branch Manager is responsible for the day-to-day operations and management of the physical service facility/buildings. This will include the maintenance and repair of all structures and their systems (i.e. HVAC, electrical, water, sewer, etc.).  He/she is to work closely with the Facility Manager to resolve problems. Capital budgets for the branch facilities are to be prepared with the help of the Branch Product Support Manager.

The Branch Manager will assist with overseeing any construction projects at the branch. This would not only include the day-to-day management of any construction, but also the planning process.  He/she should communicate to other managers, division managers, or facility manager as required.

Implement Continuous Improvement: Behaviors which result in the improvement of existing processes or development of new processes leading to greater efficiency.  This also includes the implementation and management of change while simultaneously championing other lean philosophies.  This includes effective business judgment and critical thinking, as well having a systemic perspective of the branch’s core business.

Supervisory Responsibilities

This position has supervisory responsibilities.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BA/BS preferably in business management with 6 years similar experience with at least 2 years management/supervisor experience. Two-year technical school graduate with approximately 8 years similar experience with at least three as a Group Leader; High school graduate with approximately 10 years mechanical experience with at least four as a Group Leader.

Computer Skills

Must be proficient in Microsoft Office programs and Lotus Notes

Language Skills

Must have exceptional written and verbal communication skills; be able to interact with employees and managers at all levels in the organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee is frequently required to sit. The employee must frequently lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; outside weather conditions and vibration. The employee is occasionally exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in the work environment is occasionally loud.

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