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Reporting to the Construction Business Manager, the Customer Support Manager is 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. Regular travel to mine sites in Western Australia FIFO Perth.

Accountabilities:

•Safety Compliance

•Customer Service / Stakeholder Engagement

•Parts and Service Sales Performance

•Technical Advice & Continuous Improvement Identification

Job Duties:

• Liaise with Service Operations and Maintenance Planning functions within WesTrac and the customer to ensure customer objectives can be achieved
• Provide exceptional customer service to designated customer base in regard to product queries and parts/service sales for the customer’s caterpillar fleet
• Maintain successful relationships with customers and internal stakeholders to ensure ongoing opportunity identification
• Monitor parts and service sales performance and take appropriate actions where targets are not being met
• Escalate parts and service matters to the Construction Business Manager
• Ensure Relationship Manager (CRM) is maintained with and current customer data at all times to assist with accurate forecasting, opportunity identification and reporting
• Ensure WesTrac delivers on the promise of lowest total cost of ownership with the right technical and application advice
• Regularly monitor and report Customer’s Caterpillar Fleet performance to enable effective identification parts and service sales opportunities
• Act as escalation point between customer and Fleet Maintenance team with fleet machine management recommendations, escalating to the WesTrac Service Operations and/or Condition Monitoring Team as required

Essential Criteria:

• Trade Certificate or technical tertiary qualification, coupled with minimum of 5 years post trade experience in the mining industry
• Comprehensive knowledge of CAT Earthmoving equipment
• Ability to self motivate and work autonomously
• Excellent knowledge of Excel, Word, PowerPoint, DBS and Caterpillar parts and service systems (SIS, TMI, SIMSI)
• Effective communication skills and the ability to work across all levels of stakeholders
• Demonstrated experience in report writing and metrics
• Ability to work well under pressure

Desirable Criteria:

• 2 years’ experience within a Caterpillar Parts and Service customer support role or 4 years industry experience in a similar customer support role
• Sound commercial knowledge within the construction product support industry, including an understanding of the whole of life costs of mobile assets.

WesTrac is an equipment solutions company and one of the world's leading Caterpillar Dealerships. Operating in NSW, ACT and WA, we supply equipment solutions to thousands of customers across the mining, construction, transport, forestry, agriculture and power generation sectors. At WesTrac our primary focus is our people. We know that our success is the result of more than 3,000 talented people working together to achieve amazing outcomes. Now, as we look to the future and our goal of becoming the first choice in equipment solutions, we're more focused than ever on harnessing the best talent for our business.

Benefits we can offer you:

WesTrac offers competitive remuneration packages and many other benefits which include:

• Paid Parental Leave
• Wellness Program
• Employee Assistance Program (EAP)

WesTrac Pty Ltd is committed to achieving a diverse and engaged workforce. We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island candidates