Regional Operations Manager, Washington

Regional Operations Manager

The Regional Operations Manager provides oversight and leadership for the Parts and Service functions across multiple branch locations (Kent & Rochester, WA). This role is responsible for guiding and supporting Parts and Service Managers, at their designated branches. The Regional Operations Manager ensures budgets are met, revenue goals are achieved, inventories are managed effectively, and customer satisfaction remains high.

This position acts as a key link between the Vice President of Product Support (Operations) and local branch leadership, ensuring operational consistency, financial performance, and strategic alignment across the assigned territory.

Location: This position will be based in Kent, WA.

The annual salary range for this position is: $160,000 to $170,000 + bonus. This is an exempt position and is not eligible for overtime pay.

Benefits:

• Medical, Dental, Vision, and Prescription Insurance
• Health Savings Account
• 401k/Roth Retirement Savings Plan with Company Match
• Participation in Annual Profit-Sharing Plan
• Paid Time Off (Vacation, Sick, Holiday, Bereavement & Parental Leave)
• Gym Membership Reimbursement Program
• Family Scholarship Program
• Employee Assistance Program
• Virtual Mental Health & Tele Medicine Benefit
• Company Paid Life Insurance & Disability Benefits
• Additional Supplemental Insurance (Term Life, Accident & Critical Illness and Voluntary Vision)

Modern Machinery is an Equal Opportunity Employer

Responsibilities

• Demonstrate Modern Machinery's core values and promote the mission and vision of the company.
• Follow all company policies, processes, procedures. Exercise safe work practices to contribute to the achievement of the company's safety goals.
• Provide leadership, guidance, and accountability to Branch Operations (Parts and Service) Managers at designated branch locations.
• Ensure consistent execution of company-wide standards, processes, and best practices in service and parts operations.
• Support Service Managers in managing work order flow, shop and field service productivity, and the Parts Manager with parts availability.
• Work with Parts and Service Managers to develop and manage annual parts and service budgets for each branch.
• Monitor financial performance, including parts sales, service labor, margins, and expense control.
• Drive revenue growth by identifying opportunities in service quotes, rebuilds, preventative maintenance, and aftermarket parts sales.
• Ensure effective inventory management practices, including proper stock levels, inventory turns, obsolescence control, and order accuracy.
• Review KPI performance (technician utilization, labor recovery, fill rate, inventory turns, customer satisfaction) and implement corrective actions when needed.
• Provide coaching, mentorship, and accountability for Parts and Service Managers.
• Support managers in handling employee relations issues, including performance management, conflict resolution, and workforce planning.
• Partner with the Corporate Training Group to ensure technicians and service personnel are trained in priority areas.
• Assist with succession planning and leadership development at the branch level.
• Support Managers in ensuring high levels of customer satisfaction.
• Assist with escalated customer concerns and resolve issues promptly.
• Build strong relationships with OEM partners to support warranty processing, technical support, and product support programs.
• Serve as a liaison between the Vice President of Product Support (Operations) and branch-level leadership.
• Communicate corporate initiatives, goals, and policies, ensuring branch-level alignment with company objectives.
• Provide feedback to executive leadership on operational challenges, market conditions, and opportunities for continuous improvement.

Qualifications

• Bachelor's degree in business, operations, or related field preferred; equivalent experience considered.
• 8+ years of experience in product support, aftermarket operations, or branch management within the heavy equipment or related industry.
• 35 years of leadership experience overseeing multiple service or parts operations.
• Strong knowledge of equipment service operations and parts inventory control.
• Demonstrated success in managing budgets, analyzing financials, and driving revenue growth.
• Excellent leadership, communication, and coaching skills.
• Ability to handle employee relations issues with professionalism and fairness.
• Willingness to travel regularly across assigned branches.

Key Competencies

• Strong operational and financial acumen.
• Ability to balance oversight with empowering local branch leaders.
• Customer-focused mindset with strong problem-solving skills.
• Proven leadership and mentorship capabilities.
• Results-driven, with accountability for branch performance and continuous improvement.