Mining Client Support Manager

Empire Cat•Tucson, AZ

About The Position

Responsible for growing, managing, and sustaining Empire’s product support market share among clients in an assigned territory. The position requires understanding each client’s business and implementing plans that use Empire resources to help clients achieve their goals. The manager works closely with assigned client Account Managers to maximize each client’s share of wallet and achieve Empire’s marketing objectives for assigned accounts. The role supports clients in evaluating and controlling equipment, maintenance, and production programs to improve equipment availability and owning and operating costs. It develops marketing, product support budget, and client coverage plans; builds client relationships through scheduled visits; communicates product support offerings; and provides client and market feedback internally. The manager maintains client and equipment information, identifies growth opportunities and target accounts, and works to resolve issues affecting client satisfaction. Additional duties include managing a custom track service program using Caterpillar ultrasonic measuring tools and computer programs, maintaining undercarriage and ground engaging tool records, educating clients about service facilities and capabilities, monitoring competitive information, and presenting client quotes professionally. The role is designated safety-sensitive and requires MSHA training. The employee regularly encounters outdoor weather, extreme temperatures, loud noise, and other industrial worksite conditions.

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 their goals while promoting Empire’s value-added products and services.
Sufficient mechanic knowledge to understand client equipment opportunities and communicate them to the appropriate Empire area.
Ability to use the Internet, email, spreadsheets, word processing programs, and database management tools.
Excellent written and verbal communication skills.
Basic understanding of business financial measures.
Ability to solve complex client and dealer issues in ways beneficial to both parties.
Working knowledge of Empire areas that produce the promoted products and services.
Ability to work within and adhere to Empire policies and procedures.
Acceptable and consistent attendance.
Ability to meet the physical demands of the role, including regularly lifting or moving up to 20 pounds.
MSHA training required.

Nice To Haves

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

Responsibilities

Assist clients in evaluating and controlling 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 Account Manager and obtain management approval before finalizing them.
Schedule visits to build positive client relationships.
Market and communicate merchandising offerings and campaigns to position Empire as the preferred product support provider.
Provide internal feedback to drive changes that meet market demands and deliver 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 population, and opportunities, while identifying and adding new clients as needed.
Understand clients and territories, including financial status and past sales volume, to forecast growth potential, 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 an active, current custom track service program in the assigned territory.
Manage client undercarriage and ground engaging tool needs, maintain current equipment records, and update clients on options that can lower owning and operating costs.
Educate clients about service facilities and capabilities and involve relevant experts in developing solutions.
Monitor competitive information and use available technology 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 manager assistance when needed.
Work within and promote corporate values.