Victor Kotulek, Lubbock parts manager, says customer service is key to successful companies no matter what industry you’re in.

For Victor Kotulek, joining Kirby-Smith Machinery Inc. (KSM) about two years ago was an “opportunity to get back to the roots.” He had previously spent 28 years with a company that he believed had outgrown its small-business feel.

“As it got bigger, I just felt like I had become a number,” said Kotulek, parts manager at the Lubbock, Texas, branch. “I used to be able to call up the vice president and talk about anything. That was no longer the case. With Kirby-Smith, I have that back. I know I can get ahold of anyone, top to bottom, and they will listen.

“There is a really great family atmosphere here,” he added. “Everyone genuinely cares about each other. As an example, my mom got sick and passed away right after I started. I had no time off built up, but they didn’t hesitate to give me the time I needed to take care of things. That showed me a lot about the values and commitment to employees, and it’s part of why I can see myself here for the rest of my career.”

Kotulek said the transition to parts manager at KSM was fairly smooth considering his background was nearly three decades in the automotive industry.

“It all comes down to taking care of customers,” Kotulek stated. “It doesn’t matter whether you are talking about cars or construction equipment. Companies that grow and thrive are the best at it, and as anyone can see, Kirby-Smith is certainly doing that. Our new Lubbock branch is a great example.”

Improved customer service

Kotulek noted that the new, larger Lubbock store carries more inventory than the old location. In addition to customers with Komatsu equipment, it has parts in stock for those that use WIRTGEN GROUP products, National Crane boom trucks, Takeuchi compact machines, Terramac crawler carriers and more.

“We stock a lot depending on the market, as well as what manufacturers recommend,” said Kotulek. “Our inventory has probably tripled since we moved here, and honestly, we could probably add more. It’s a growing process. We also customized to the store. For instance, we have a lot of excavators around here, so our inventory of excavator parts is larger than other stores such as Abilene, which has a bigger dozer market. Bottom line, our aim is to ensure common items such as filters are always in stock and be able to get other items as quickly as possible to keep downtime to a minimum.”

Kotulek and his wife, Dolores, have three grown children and two grandchildren. He enjoys exercise and outdoor activities such as fishing, tennis and pickleball.