Manager, Client Support - Mining - Morenci, AZ

Empire Southwest•Morenci, AZ

3d•$70,000 - $100,000•Onsite

About The Position

The Manager, Client Support is responsible for growing, managing, and sustaining Empire’s product support market share among clients in an assigned territory. The role requires understanding each client’s business and implementing plans that help clients achieve their goals through effective use of Empire resources. The manager works closely with assigned client Account Managers to maximize total client share of wallet and achieve Empire’s marketing objectives for assigned accounts. The position supports clients in evaluating and managing equipment, maintenance, and production programs to improve equipment availability and owning and operating costs. It develops business marketing, product support budget, and client coverage plans; builds client relationships through scheduled visits; communicates product support offerings; and identifies opportunities, target accounts, and solutions based on knowledge of clients and the territory. The manager also provides feedback to internal teams, manages client records and opportunities, and promotes individual accountability and corporate values. Additional duties include managing custom track service programs using Caterpillar ultrasonic measuring tools and computer programs, maintaining records of undercarriage and ground engaging tool needs, educating clients about service facilities, tracking competitive information, preparing client quotes, and documenting client satisfaction issues in Sales Link. This is a safety-sensitive position. The employee must work safely and comply with company policies and procedures. MSHA training is required.

Requirements

High school diploma or equivalent.
Current driver’s license.
At least 3 years of experience in a related field or an equivalent technical background.
Ability to speak, read, comprehend, and write in English.
Management skills to help clients meet goals while promoting Empire’s value-added products and services.
Motivated self-starter.
Interpersonal skills to assist clients and employees professionally.
Sufficient mechanical knowledge to understand client equipment opportunities and communicate them to the appropriate area within Empire.
Knowledge of Internet, email, spreadsheets, word processing programs, and database management.
Acceptable and consistent attendance in accordance with company standards and requirements.
Excellent written and verbal communication skills.
Basic understanding of business financial measures.
Ability to resolve complex client/dealer issues in ways beneficial to both the client and the dealer.
Working knowledge of Empire areas that produce the products and services being promoted.
Ability to adhere to Empire policies and procedures.
Ability to meet the physical demands of the role, including regularly lifting or moving up to 20 pounds and performing the listed standing, walking, reaching, climbing, crawling, squatting or kneeling, and bending activities.
Ability to work in outdoor weather, extreme hot or cold, wet or humid conditions, around toxic or caustic chemicals and moving mechanical parts, and occasionally near electrical shock risks, vibration, and high precarious places.
Use required safety equipment, including eye safety glasses and hearing protectors.
Complete required MSHA training.

Nice To Haves

College degree preferred.
Service or Parts experience at Empire or another Caterpillar dealer preferred.

Responsibilities

Help clients evaluate and manage equipment, maintenance, and production programs to improve availability and owning and operating costs.
Develop annual business marketing plans with the assigned client Account Manager.
Propose annual product support budgets for assigned clients.
Develop client coverage plans with the assigned client Account Manager and obtain management approval before finalizing them.
Schedule client visits to build positive relationships.
Market and communicate merchandising offerings and campaigns to establish Empire as the preferred product support provider.
Provide internal feedback to support changes that meet market demands and provide viable client solutions.
Offer Empire goods and services that help clients lower equipment owning and operating costs.
Manage the client call list, including contact information, machine population, and opportunities, and add new clients as needed.
Understand clients and the territory, including financial status and past sales volume, to forecast growth, select target accounts, and identify alternative solutions.
Promote ownership and personal accountability for performance.
Work safely and comply with applicable safety policies, company policies, procedures, and standards.
Use Caterpillar ultrasonic measuring tools and computer programs to manage a current custom track service program with clients.
Manage client undercarriage and ground engaging tool needs, maintain current equipment records, and update clients on cost-reducing options.
Educate clients about service facilities and capabilities and involve relevant experts in solutions.
Monitor competitive information to maintain Empire’s advantage.
Use available technology, including the Internet and email, to stay current on offerings, developments, and campaigns and communicate relevant issues to clients.
Present client quotes thoroughly and professionally.
Document and communicate client satisfaction issues in Sales Link to the appropriate area and seek assistance from the Manager when needed.
Work within and promote corporate values.