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| Title: | Customer Support Manager – R110k/month – JHB (Spartan) – Perm – Start asap – Open to all |
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| Max Salary: | R110k/month | ||
| Decription: | Our well-established client in the mining industry is looking for a Customer Support Manager to join their team KEY RESPONSIBILITIES: Business Development • Maintain strong customer relationships (CRM) with the installed base and proactively identify new business opportunities. • Promote and market new products and services to existing customers, ensuring alignment with their needs. • Monitor and summarise competitor activity at key customer sites, providing insights to strengthen market position. Contracts Management • Negotiate mutually beneficial spares and service contracts, ensuring long-term business sustainability while aligning with pricing and margin expectations. • Communicate and manage price escalations and adjustments for spares, ensuring transparency with customers. Customer Satisfaction & Performance Tracking • Maintain and update customer satisfaction records related to products and services. • Record and resolve customer complaints, ensuring timely and effective closure. • Organise and lead technical meetings to address customer concerns and drive service improvements. • Continuously measure customer satisfaction and implement initiatives to achieve year-on-year improvements. Sales & Key Account Management • Maintain an up-to-date database of key customer contacts, documenting their feedback on equipment and services. • Track and manage equipment installed at each customer site. • Ensure optimal equipment performance through proactive spare parts supply and service support. • Educate customers through detailed explanations, training sessions, or demonstrations of products and services. • Gather customer operational data and establish equipment benchmarks to optimise service offerings. • Obtain customer planning information (e.g., shutdown schedules) to anticipate service and supply needs. • Identify and communicate new business opportunities for spare parts, service support, and new equipment, working collaboratively with relevant departments to drive sales and customer satisfaction. Forecasting & Budgeting • Oversee and manage spares demand forecasts, aligning with new equipment requirements in collaboration with the Customer Support Internal Sales Manager. • Prepare and manage the spares sales budget for key customers, ensuring alignment with business objectives. Internal Operations & Team Development • Maintain accurate and comprehensive customer records to support decision-making and strategic planning. • Develop and implement a Key Account Management (KAM) strategy to strengthen customer relationships and drive business growth. • Maintain and continuously improve on the CRM system and foster relationships with key departments i.e., Capital Equipment Sales (CES), Engineering, Product Support. • Ensure continuous learning and professional growth for all Customer Support (CS) Consultants, fostering a high-performance team. • Maintain a high level of technical knowledge on equipment and support processes to enhance service delivery. • Submit weekly activity reports and forecasts, ensuring alignment with business and sales objectives. • Maintain and optimise the customer visitation strategy and schedule, with weekly activity tracking and adherence to the plan. MINIMUM REQUIREMENTS • National Diploma or Degree in Mechanical Engineering or related field • Minimum of 5–8 years in customer support, technical service, or aftermarket roles in the mining or heavy equipment industry. • Strong understanding of crushing, sorting, and materials processing equipment. • Proven experience in managing teams and dealing with customers in technical environments • Good computer skills. High level of capability in Excel, Access, Power BI an advantage REQUIRED SKILLS: • • • • Excellent communication skills • • Strong administrative skills • • Ability to work under pressure • • Self-motivated • • Own transport / valid driver’s license • • Time management skills • • Ability to meet deadlines • • Ability to work independently • • Excellent presentation skills • • Knowledge of Mining Industry (beneficial) • • Adaptability • • Strong inter-personal skills • • Stress management • • Assertiveness • • Technical aptitude • • Willing and able to travel locally and internationally To apply, please email your updated CV in Word format along with a copy of your ID/Drivers, qualification/s, reference letters or contactable referees and a profile picture of yourself to cvs4belinda@therecruiters.co.za Please note that only candidate who meet the minimum requirements and required skill set will be considered for this position |
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| Location | Johannesburg | ||
| Consultant: | Belinda McIntosh | ||
| Email: | cvs4belinda@therecruiters.co.za | Share This Job | |