Mining Client Support Manager

Empire Southwest•Tucson, AZ

3d•$70,000 - $100,000

About The Position

The Mining Client Support Manager 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, implementing plans to help clients meet their goals through appropriate use of Empire resources, and working with assigned client Account Managers to maximize each client’s share of wallet. The manager also works toward Empire’s marketing objectives and goals for assigned accounts. This position is based in Southern Arizona, works a Monday–Friday, first/day shift schedule, and offers an annual salary range of $70,000–$100,000, with commission available. The role is designated safety-sensitive and requires MSHA training. The employee regularly works outdoors and may encounter extreme temperatures, wet or humid conditions, chemicals, moving mechanical parts, vibration, electrical hazards, and elevated work areas. Machinery and tool operation requires safety equipment, including eye protection and hearing protectors.

Requirements

High school diploma or equivalent.
At least 3 years of experience in a related field or an equivalent technical background.
Current driver’s license.
Ability to speak, read, comprehend, and write in English.
Management skills to help clients meet their goals while promoting Empire’s value-added products and services.
Motivated self-starter with professional interpersonal skills.
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.
Excellent written and verbal communication skills.
Basic understanding of business financial measures.
Ability to solve complex client and dealer issues in ways that benefit both parties.
Working knowledge of Empire areas that produce the promoted products and services.
Ability to meet attendance standards and requirements and adhere to Empire policies and procedures.
Ability to meet the physical demands of the position, including regularly lifting or moving up to 20 pounds and standing, walking, using hands, talking, and hearing.
Ability to perform work in the described environment, including exposure to outdoor weather, extreme heat or cold, wet or humid conditions, chemicals, moving mechanical parts, and loud noise.
Ability to use required safety equipment, including eye safety glasses and hearing protectors.
MSHA training required.

Nice To Haves

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

Responsibilities

Help clients evaluate and control their equipment, maintenance, and production programs to optimize equipment availability and owning and operating costs.
Develop annual business marketing plans and customer coverage plans in conjunction with the assigned client Account Manager; obtain management approval for coverage plans before finalizing them.
Propose annual product support budgets for assigned clients.
Schedule client visits to build positive relationships.
Market and communicate merchandising offerings and campaigns to position Empire as the client’s clear product support choice.
Provide internal feedback to drive changes that meet market demands and provide viable client solutions.
Provide Empire goods and services as solutions to help clients lower equipment owning and operating costs.
Manage current client call lists, including contact information, machine populations, and opportunities, while seeking and adding new clients as needed.
Understand clients and the territory, including financial status and past sales volume, to forecast growth potential, select target accounts, and identify needs for alternative solutions.
Create an environment of ownership and personal accountability.
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 for clients in the assigned territory.
Manage client undercarriage and ground engaging tool needs, maintain current equipment records, and inform clients about options that can reduce owning and operating costs.
Educate clients about service facilities and capabilities and involve appropriate experts in developing solutions.
Stay informed about competitors and use available technology to keep up with offerings, developments, and campaigns and communicate relevant information to clients.
Present client quotes thoroughly and professionally.
Document and communicate client satisfaction issues in Sales Link to the appropriate area and seek help from the Manager when needed.
Work within and promote corporate values.