Customer Support Manager

Position: Customer Support Manager at WesTrac Cat.

Location: Perth Precinct, WA, AU

Reporting to the Construction Business Manager, the Customer Support Manager will join our Sales – Construction Industry Department on a Full-time basis at our Perth Precinct Branch. This role involves being responsible for the effective day-to-day aftermarket support, parts and services sales activities for a major customer account to assist with the promise of lower total cost of ownership.

To ensure strong customer engagement and service delivery, the successful candidate will spend approximately 50% of their time working directly from the customer site.

Roster: Monday – Friday, 50 hours a week

Responsibilities

• Customer Account Management – Manage assigned customer/territory using structured account management practices.
• Aftermarket Sales Execution – Collaborate with customers and internal teams to deliver sales outcomes across parts and services, from consumables to full machine rebuilds.
• Customer Coverage – Develop and implement customer coverage plans to ensure consistent engagement.
• Sales Funnel Management – Maintain accurate customer data in CRM to support forecasting and sales reporting.
• Customer Engagement – Build and sustain strong customer relationships to drive ongoing sales opportunities.
• Stakeholder Engagement – Liaise between customers and WesTrac/Caterpillar experts to achieve shared goals.
• Issue Resolution – Serve as escalation point for resolving customer and internal issues across technical, operational, and financial areas.

Skills & Experience

• Trade qualification or strong technical understanding of mining and construction machinery components.
• Strong commercial acumen with the ability to identify and act on business opportunities.
• Sound knowledge of Total Cost of Ownership (TCO) modelling for heavy construction and mining equipment.
• Proven communication, relationship-building, and negotiation skills, with the ability to influence key stakeholders.
• Self-motivated and adaptable, with a demonstrated ability to work both independently and collaboratively within a team.
• Excellent organisational skills, with the capacity to manage fluctuating workloads and competing priorities to meet tight deadlines.

Our Benefits

• Financial Benefits – Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness – Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career – Personal and Team Recognition (Made for More Awards), Internal Career Progression, Training & Upskilling through our award-winning WesTrac Institute.
• Additional Perks – Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat equipment dealers, offering a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number: 4383

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Machinery Manufacturing

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