Recruiter :
Kevin Krisko
SUMMARY
The Customer Support Manager (CSM) is responsible for maximizing parts, service, and component sales within a defined territory by developing and maintaining strong customer relationships. The CSM serves as the primary contact for aftermarket support of mining equipment, focusing on identifying customer needs, promoting OEM parts and services, and ensuring equipment uptime through proactive account management. This role directly supports company objectives for customer satisfaction, market share growth, and profitability within the mining segment.
RESPONSIBILITIES
Territory Management & Customer Engagement
KNOWLEDGE & EXPERIENCE
Key KPIs
Other Requirements
The Customer Support Manager (CSM) is responsible for maximizing parts, service, and component sales within a defined territory by developing and maintaining strong customer relationships. The CSM serves as the primary contact for aftermarket support of mining equipment, focusing on identifying customer needs, promoting OEM parts and services, and ensuring equipment uptime through proactive account management. This role directly supports company objectives for customer satisfaction, market share growth, and profitability within the mining segment.
RESPONSIBILITIES
Territory Management & Customer Engagement
- Manage an assigned territory of mining customers, ensuring consistent account coverage and relationship development.
- Conduct regular site visits to assess equipment condition, application, and support requirements.
- Serve as the main point of contact for all product support inquiries, coordinating with service and parts teams as needed.
- Develop and execute account plans aligned with territory growth objectives.
- Drive sales of parts, service, rebuilds, and maintenance programs through consultative selling.
- Identify opportunities for component exchanges, equipment upgrades, and extended maintenance solutions.
- Present value-based product support proposals, including lifecycle cost benefits of OEM solutions.
- Achieve or exceed territory sales targets and key performance indicators (KPIs).
- Work closely with Service, Parts, and Technical Support teams to ensure timely resolution of customer issues.
- Support warranty processes, maintenance agreements, and planned service programs.
- Monitor equipment performance and recommend proactive maintenance actions to reduce downtime.
- Assist customers in understanding technical bulletins, updates, and product improvements.
- Maintain accurate customer records, call reports, and opportunity tracking using CRM systems.
- Provide monthly forecasts and updates on sales activity, market conditions, and competitor activity.
- Prepare and deliver customer presentations and performance reviews as required.
KNOWLEDGE & EXPERIENCE
- Ability to work independently and as part of a team, position may require working in various environments, including mine sites and industrial settings.
- Strong attention to detail and organizational skills.
- Ability to work in a physically demanding environment.
- Proactive problem solver, strong analytical ability and the capability to map analysis to business priorities
- Understanding of mining operations, maintenance practices, and mobile equipment applications.
- Strong knowledge of hydraulic, electrical, and mechanical systems.
- Familiarity with OEM parts, service programs, and lifecycle management.
- Ability to use Microsoft Office tools (Excel reporting, PowerPoint presentations and Word).
- Ability to manage multiple priorities and projects simultaneously.
- Excellent listener and technical communicator.
- Excellent written and verbal communication skills.
- Knowledge of mining practices and procedure. Ideally, MSHA certified but not required.
Key KPIs
- Parts and service sales growth vs Forecast (or % over prior year).
- Customer satisfaction and retention rate.
- Territory call coverage and visit frequency.
- Sales funnel accuracy and CRM utilization.
- Contribution to service utilization and rebuild program targets.
Other Requirements
- Proven ability to identify sales opportunities and close deals.
- Excellent communication, negotiation, and presentation skills.
- Strong organizational and time-management abilities.
- Proficiency with CRM software and Microsoft Office Suite.
- Valid driver's license and willingness to travel extensively within the assigned territory.
- Commitment to workplace safety and customer service excellence.