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Customer Support Manager

Location : Pacifique Sud / South Pacific
Job Type : Permanent

Mobile Equipment, Mining


Job Code: 6485

Cowan International is seeking an experienced Regional Customer Support Manager for a leading supplier of earthmoving equipment which has state of the art technology to ensure their customers productivity is at the highest level.  Their focus is on ensuring the customer experience is exceptional, their people are engaged, trained and can develop their careers, and that safety is a number one priority.

Reporting to the Regional General Manager, the Regional Customer Support Manager has overall responsibility and accountability for the operations and profitability of aftermarket, in particular:
• Provide high levels of customer support, relationship and service to the Group’s key customers.
• Optimize contract, after-market sales & operating profit.
• Accountable for the management and efficient operation of company.
• This role is also responsible for maintaining a high level of service to meet expectations of the customer. Safety being a major focus, this position will therefore work with HSE team to monitor compliance to Golden Rules, 5S and Continuous Improvement projects.


The Customer Support Manager has operational, people management, governance, HSE and financial management responsibilities, including but not limited to:
• Develop and implement targeted strategies ensuring after-market sales growth and operational profit.
• Develop, entrench and improve customer relationships and provide exceptional customer service using the Group’s Customer Support Charter.
• Deliver Employee Engagement activities in line with company policy; undertake regular performance reviews with department managers, and people development and succession planning.
• Lead and manages regional aftermarket; contracts, service and support.
• Ensure all work is performed in accordance with all relevant and applicable employment and related legislation. Ensure safe work practices – Zero harm.
• Ensure instructions and complaints are dealt with in a clear and concise manner free of any intimidation or bullying type behavior, with according to company policy and related legislation.
• Provide guidance and coaching to subordinates.
• Comply with all legal requirements, systems, policies, procedures, instructions and any other guidelines or rules which are introduced to protect the health and safety of employees and contractors, the company’s assets, the general public and the environment.
• Ensure all HSE requirements are met within the scope of position including a commitment to HSE by demonstrating safe behaviour at all times.
• Prevent and stop, if necessary, any activity that is thought will result in a breach of HSE Standards.
• Ensure all financial transactions are conducted in line with the Group guidelines and policy.


• A minimum ten years total experience in business leadership / management in the aftermarket business, preferably in the Mining & Construction Equipment industry
• Excellent commercial and negotiation skills.
• Strong Leadership and team building abilities.
• Ability to implement corporate policy.
• A proven Customer focus.
• Decisiveness and delegation abilities.
• Good analytical and conceptual skills.
• Computer literacy.
• Working knowledge of Kaizen.
• Awareness of Occupational Health & Safety requirements; Government & Industrial Legislation; and environmental requirements.

All applications are confidential

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