Customer Support Manager

SUMMARY:
Customer Support Manager – R110k/month – JHB (Spartan) – Perm – Start asap – Open to all

POSITION INFO:

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

Please note that only candidate who meet the minimum requirements and required skill set will be considered for this position