Customer Support Manager

6 days ago

Emerald QLD, Australia Hitachi Full time $90,000 - $120,000 per year

  • Emerald, QLD, Australia, 4720

  • Full Time - Permanent

About the Benefits

  • $$$$ Attractive salary + car allowance + company bi-annual bonus + housing allowance

  • Company laptop + mobile phone provided

  • OEM level training and real personal development opportunities

  • Discounted health insurance premiums with Medibank & access to exclusive discounts on goods and services

  • Supportive management who value your input in finding new and improved ways to achieving success

  • Be a part of a leading OEM which genuinely values and ensures you are happy and safe at work

About the Opportunity

An opportunity has become available for a strategic and strong leader to join our team in Emerald in the position of Customer Support Manager. This role will have you manage Technical Support, Customer Support and Parts functions for the Emerald branch. You will be responsible for developing and executing the strategic plan to improve after sales customer support for Hitachi, across mining and construction products.

Promoting business growth and development within your department, this role will have you maintaining a positive link between valued customers and the company, meeting and where possible, exceeding customer expectations in line with budget and project timeframes.

This position services Central Queensland with regular travel required to support this region.

About the Role

  • Lead and manage the Customer Support team to deliver exceptional service, ensuring KPIs and customer satisfaction targets are consistently met.

  • Drive growth in service and parts sales by monitoring customer activity and coaching the team

  • Oversee accuracy and timeliness of quotations and invoicing

  • Conduct regular one-on-one and team meetings

  • Manage customer complaint resolution process

  • Manage tender submissions and customer contracts

  • Provide ongoing training and development to CSRs

About You

  • Technical background, with experience in Mining & construction machinery – essential

  • Demonstrated experience managing and mentoring a talented team, whilst building valuable relationships with customers, peers and the community.

  • Identifying continual service improvement and actively chasing every new or potential sales opportunity

  • Proven financial acumen with prior exposure to departmental budgets, evaluating labour costs and project expenditure

  • Proactive awareness and total assurance of Hitachi's number one priority

  • Availability to travel both locally & regional to support the customer base

Here at Hitachi, we believe that success comes from the partnership of our market-leading products and the quality of our people. We are an equal opportunity employer, do not discriminate and whole-heartedly value diversity at our company.

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