Customer Support Manager - Engineering Processing Equipment

A well-established minerals processing equipment engineering company requires the above to lead and manage the customer support function to ensure excellent service delivery, strong client relationships, and sustainable growth in the aftermarket segment.
Minimum requirements for the role:

1. A national diploma or degree in mechanical engineering or related field is essential for this role.
2. Previous experience having worked within a customer support, technical service, or aftermarket role within the mining or heavy equipment industry is preferred.
3. Strong understanding of crushing, sorting, and materials processing equipment is essential.
4. Proven experience in managing teams and dealing with customers in technical environments.
5. Must have good computer skills with a high level of capability in Excel; Access and Power BI are an advantage.

The successful candidate will be responsible for:

1. Leading and managing the customer support function to ensure excellent service delivery, strong client relationships, and sustainable growth in the aftermarket segment.
2. Maintaining strong relationships with existing customers, including the installed equipment base, to ensure long-term client retention and satisfaction.
3. Monitoring and reporting on competitor activity at key customer sites, delivering strategic insights that inform market positioning and tactical responses.
4. Negotiating and securing spare parts and service contracts that are commercially sustainable, competitive, and aligned with pricing and margin targets.
5. Managing price escalations and adjustments for spares and services, ensuring open and transparent communication with customers to maintain trust.
6. Logging, tracking, and resolving customer complaints, ensuring prompt feedback loops and issue closure.
7. Organising and facilitating technical meetings with customers to resolve technical queries, improve performance, and strengthen relationships.
8. Tracking and reporting equipment installed at customer sites, ensuring lifecycle visibility and service planning.
9. Educating customers through technical briefings, on-site training, and product demonstrations to enhance product knowledge and user competency.
10. Identifying and communicating new sales opportunities across spare parts, service solutions, upgrades, and new equipment, working closely with engineering, technical, and commercial teams to meet customer needs and drive revenue growth.
11. Overseeing and managing spare parts demand forecasts in coordination with the customer support internal sales manager to ensure accuracy and responsiveness to both planned and unexpected equipment servicing needs.
12. Aligning forecasting activities with new capital equipment installations to ensure adequate support stock availability and timely service.
13. Fostering cross-functional collaboration with Capital Equipment Sales (CES), engineering, and product support teams to ensure an integrated customer experience.
14. Preparing and submitting weekly activity reports and forecasts, ensuring visibility into performance, pipeline status, and alignment with strategic and sales targets.

Salary package, including benefits, is highly negotiable depending on experience gained.

Desired Skills:

1. Engineering
2. Engineering Processing Equipment
3. Customer Support
4. Customer Support Manager