Customer Support Manager

**Posted Date**:24 Feb 2025

**Location**:Perth Precinct, WA, AU
- Reporting to the **Construction Business Manager**, the **Customer Support Manager** plays a critical role in the day-to-day product support, parts, and services sales activities for an existing customer base, with a strong focus on sales within WesTrac's parts and service solutions. This role is essential in delivering on the promise of lower total cost of ownership for our customers.

**Location**: Perth Branch, Reid Road, WA

**Roster**:Monday - Friday, 8hrs (Full-Time Permanent)

**What we offer**:

- Attractive salary package combined with our Sales Target Incentive Plan (STIP), offering performance-based bonuses to recognise and reward your dedication
- Opportunity to receive a referral bonus of $5,000 as part of our recommend and spend program.
- 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
- Fitness Passport - Giving you access to more than 100 gyms and recreation centres around Australia at once at a discounted rate

**Key Responsibilities**:

- **Customer Management**: Build and maintain strong relationships with customers, ensuring their immediate needs are met, particularly in response to machine breakdowns and parts/service requirements. This role is highly demanding as these machines are crucial to our customers' livelihoods.
- **Sales Focus**: Drive parts and service sales growth within the existing customer group, without the need for new business development. Identify opportunities to maximize value from the current customer base, including upselling and rebuild opportunities.
- **Reactive Support**: Handle reactive components of the role, addressing urgent customer needs and ensuring timely and effective solutions.
- **Internal Collaboration**: Engage effectively with internal WesTrac stakeholders to manage relationships and ensure seamless service delivery.
- **Administrative and Strategic Management**: Balance administrative tasks with strategic customer management, ensuring all requirements are met efficiently.

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

- A tertiary qualification in engineering or business, or a trade certificate.
- At least 5 years of post-qualification experience, or a minimum of 2 years in a similar customer support manager, product support, or technical sales role.
- Technically minded with the ability to understand and work with technical concepts, products, and systems, ensuring effective communication with technical teams and customers.
- Commercial acumen with strong communication, relationship development & negotiation skills, with the ability to influence key stakeholders.
- Self-motivated individual that can demonstrate the ability to work successfully within a team and autonomously.
- Excellent organisation skills, with the ability to manage fluctuating workloads and conflicting priorities to achieve tight deadlines.
- High level of initiative and problem-solving skills with the ability to follow through with required actions.
- Caterpillar product knowledge and / or knowledge in the heavy equipment industry desirable.

**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.**
- WesTrac is an endorsed employer for women via WORK180 - who have reviewed our policies, processes, and initiatives to certify that we are an organisation that supports diversity, inclusion and equality_

**Job#3729