At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with in house RTO’s, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More.

About the role

WesTrac have an opportunity for a skilled Customer Support Manager to join our team based from our Tomago Head Office.

As a Customer Support Manager for one of the world’s leading Caterpillar Dealerships, you will utilise your technical trade skills to provide exceptional customer service and support to our major accounts customers to strengthen relationships and grow sales and customer loyalty. Reporting to the Major Accounts Manager, you will be responsible for the effective day-to-day product support, parts and services sales activities for an existing customer base to assist with the promise of lower cost of ownership.

Assisting others within the team with designated customer sets in regards to ensuring parts and service sales growth, this position is directly accountable for achieving market share outcomes.  You will work closely with Service Operations and Maintenance Planning functions within WesTrac and the customer’s business unit to ensure customer objectives can be achieved. You will be adept at providing solutions to our customers relating to product queries and parts/service sales for the customer’s Caterpillar fleet.

Traveling to customer sites, you will conduct machine inspections to create forward thinking solutions though the management of the repair to efficient turn around times, keeping our Customer’s operating to the best of their ability.

Key Responsibilities

• Holistic Account Management for our major account customers
• Strategic business development
• Sales management
• Act as a trusted advisor to customers
• Achieve KPI’s
• Promote continuous improvement within the sales and account management function
• Regular travel to customer sites within NSW/ACT

Skills & Experience 

• Mechanical Trade Certificate with minimum of 3 years post trade experience.
• 2 years' experience within a Caterpillar Parts and Service customer support role or similar is desirable
• Excellent customer service skills
• Sound commercial experience within the construction/mining product support industry, including an understanding of 'Whole of Life Cost' modelling tool
• Highly developed commercial business acumen skills with the ability to successfully manage customer relationships, budgets, data analysis and compile reports
• Ability to develop and execute sales strategy
• Advanced computer literacy (Microsoft Office Suite)
• Advanced communication skills (verbal, written and interpersonal)
• Sound negotiation skills and ability to influence stakeholders
• Ability to work successfully within a team and autonomously
• Excellent organisatsion skills, with the ability to manager 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
• Ability to analyse data and compile reports, draft sales proposals and tenders

Benefits

• Competitive salary and benefits scheme 
• Fully maintained vehicle
• Additional earning potential through generous incentive structure
• Refer a friend program - work alongside your mates and receive up to $10,000 for each successful referral!
• Company funded income protection
• Flexible work arrangements
• Purchased leave
• Discounted private health plan
• 12 weeks paid parental leave plus additional benefits
• Fitness passport
• On-boarding and welcome day at our head office in Tomago

Apply Now

If you believe you have the skills and experience to succeed in this role, please submit your cover letter and resume for consideration via the link.

For further information regarding this role, please contact our Recruitment team on 1300 797 028.

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.

At WesTrac, our primary focus is our people. As we look to the future, we’re focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.