Job Title: Customer Support Manager
This is a customer-facing role that ensures delivering high-quality support and helping customers meet their operational and commercial goals.
* Built strong relationships with key site personnel through regular visits and ongoing engagement.
* Key performance indicators include customer loyalty, revenue growth, and timely completion of meeting action items.
* Supports aftermarket sales by overseeing quotations, parts expediting, and order tracking to deliver maximum customer value.
* Leading a team across customer support, parts, and field service, the Manager drives sales growth through targeted campaigns, maintains high customer satisfaction, and identifies opportunities to improve product performance through market feedback and competitor analysis.
The Job Responsibilities Include:
1. Implementing agreed sales strategies within set timeframes and monitoring progress against targets.
2. Actively pursuing and securing profitable sales and service opportunities.
3. Preparing monthly reports on departmental activity and sales performance.
4. Providing and maintaining accurate sales forecasts.
5. Overseeing staffing, training, and performance evaluations.
6. Developing and implementing parts and service sales plans by customer and commodity.
7. Managing end-to-end customer relationships in the Queensland coalfields.
8. Monitoring and reporting on coal production, equipment availability, and performance for assigned customers.
9. Building and maintaining strong customer relationships to drive repeat business and reduce lost opportunities.
10. Collaborating with Product Support, Field Service, Sales, Engineering, and Overhauls to ensure high service levels and equipment uptime.
11. Developing and executing sales strategies for aftermarket longwall mining equipment parts.
12. Staying informed on industry trends and market intelligence.
13. Managing preparation of tenders, quotes, and sales materials.
14. Reporting monthly on open, closed, and lost aftermarket sales opportunities.