Customer Support Manager

**Posted Date**:2 Apr 2025

**Location**:Bunbury, WA, AU, 6230
- 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.

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

**Location**: Bunbury, WA

**What you’ll do**:
**Customer Management**: Build and maintain strong relationships with key customers, ensuring their immediate and strategic needs are met. Support customers forecast, current priorities and product performance in the field.

**Sales Focus**: Drive parts and service sales growth within the allocated customer base ensuring our products and services support the objective for lowest cost of ownership. Identify opportunities to maximize value for all parties including planning, rebuild, finance and warranty solutions.

**Strategic Planning**: Collaborate with customers to understand their needs and assist in strategic planning for machine life cycle, parts and rebuild forecasting.

**Continuous Improvement**: Identify CI Opportunities, set up, Manage and execute projects to achieve mutual beneficial outcomes for all parties.

**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 and Caterpillar 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.

**Skills and Experience**:

- Trade certificate or a tertiary qualification in engineering or business.
- 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
- Strong negotiation skills and resilience, with the ability to handle feedback and build friendly customer relationships
- Proficiency in MS Office suite and presentation skills, with an outgoing personality

**Our Benefits inclusive of but not limited to**:

- **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.
- **Recommend & Spend** - Opportunity to receive a referral bonus up to $5000 for applicable roles.
- **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.

**Reference Number**: 3846