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Customer Support Manager

1 month ago

Perth, Australia WesTrac Full time

**WesTrac is an equipment solutions company and one of the world's leading Caterpillar Dealerships with a rich history of supporting thousands of customers across the mining and construction industries in Australia. At WesTrac our primary focus is our people. We know that our success is the result of more than 4,000 talented people working together to achieve amazing outcomes.**

Reporting to the Mining Business Manager, the **Customer Support Manager **will be responsible for the effective day-to-day product support, parts and services sales activities for an existing customer base and achieving market share outcomes. The role is also responsible for assisting the customer to achieve benchmark machine performance for their assets and assist with the promise of lower cost of ownership.

The ideal applicant will possess exceptional stakeholder engagement skills, sound business acumen and demonstrated influencing abilities. Our mining department are an integral link to our customers and to achieve our vision of being the customer’s first choice in equipment solutions and we are searching for passionate, high performing and driven people.

**Location**: Pilbara region, WA - FIFO from Perth

**Roster**:8 days on, 6 days off - 12.5 hour shifts

**Key Focus Areas**:

- Liaise with Service Operations and Maintenance Planning functions within WesTrac and the customer’s business unit to ensure customer objectives can be achieved
- Support our customers with product queries and parts & service sales for the customer’s caterpillar fleet
- Maintain successful relationships with customers and internal stakeholders
- Monitor parts and service sales performance and take appropriate actions where required
- Ensure the CRM is maintained and assist with accurate forecasting, opportunity identification and reporting
- Act as escalation point between customer and Fleet Maintenance team with fleet machine recommendation and escalation as required

**To be successful the following is required**:

- Mechanical Trade Qualification with post trade experience - highly desirable
- Excellent customer service skills with the ability to negotiate and problem solve
- Demonstrated experience in reporting writing and metrics
- Solid relevant industry experience ideally Caterpillar Parts & Service - desirable
- Sound commercial experience within the mining product support industry - desirable
- Good understanding of the whole of life costs of mobile assets - desirable
- Previous experience within a mining planning maintenance role - desirable

**What we offer**:

- Opportunity to get a $3,000 referral bonus as part of our Recommend and Spend program
- Job security with a consistent pipeline of work
- Unrivalled training and development via The WesTrac Institute
- Fantastic team environment and inclusive work culture
- Made for More Rewards program with discounts at retailers like Woolworths, Caltex, Apple, Crown, Qantas and many more
- Paid parental leave, discounted health insurance, income protection insurance, and salary sacrifice options

**If you are interested in taking your career to the next level with WesTrac click the ‘Apply’ button today**

**Job # 00002

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