Mining Client Support Manager

Empire Cat•Morenci, AZ

About The Position

Responsible for growing, managing, and sustaining Empire’s product support market share among clients in an assigned territory. The role requires understanding clients’ businesses, implementing plans that help them achieve their goals through appropriate use of Empire resources, and working with assigned client Account Managers to maximize each client’s share of wallet. The position also supports Empire’s marketing objectives and goals for assigned client accounts. The manager advises clients on equipment, maintenance, and production programs to promote peak availability and control owning and operating costs. The role develops client marketing and coverage plans with Account Managers, proposes annual product support budgets, builds client relationships through scheduled visits, and presents Empire’s goods, services, merchandising offerings, and campaigns as solutions. The manager maintains client and territory information, forecasts growth potential, identifies target accounts and alternative solutions, and gathers feedback to help Empire respond to market needs. The position also manages custom track service programs using Caterpillar ultrasonic measuring tools and computer programs, maintains equipment and undercarriage records, educates clients about service facilities and capabilities, and coordinates experts as needed. It monitors competitive information and current offerings, presents quotes professionally, and documents client-satisfaction issues in Sales Link. The role requires safe work practices and compliance with company policies and procedures. It is designated as safety-sensitive and requires MSHA training.

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.
Self-motivation and initiative.
Interpersonal skills to assist clients and employees professionally.
Sufficient mechanical knowledge to understand client equipment opportunities and communicate them to the appropriate Empire area.
Knowledge sufficient to use the Internet, email, spreadsheets, word processing programs, and database management tools effectively.
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 dealer.
Working knowledge of Empire areas that produce the products and services being promoted.
Ability to follow Empire policies and procedures.
Ability to meet the physical demands of the job, including regularly standing, walking, using hands, talking, hearing, and lifting or moving up to 20 pounds; frequent sitting and reaching; and occasional climbing, crawling, squatting or kneeling, bending, and tasting or smelling.
Ability to work in the described environment, including exposure to outdoor weather and extreme temperatures, wet or humid conditions, toxic or caustic chemicals, moving mechanical parts, occasional electrical-shock risk, vibration, and high precarious places, and usually loud noise.
Use required safety equipment, including eye safety glasses and hearing protectors, when operating machinery and tools.
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 control equipment, maintenance, and production programs to improve availability and manage owning and operating costs.
Develop annual business marketing plans and customer coverage plans with assigned client Account Managers; obtain management approval for coverage plans before finalizing them.
Propose annual product support budgets for assigned clients.
Schedule visits to build positive client relationships.
Market and communicate merchandising offerings and campaigns to position Empire as the product support choice.
Provide internal feedback to help meet market demands and develop viable client solutions.
Provide Empire goods and services as solutions to help clients lower equipment owning and operating costs.
Manage and update client call lists and information, including contact details, machine populations, and opportunities; seek and add new clients as needed.
Understand clients and territories, including financial status and past sales volume, to forecast growth, select target accounts, and identify alternative solutions.
Promote 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 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, campaigns, and issues to communicate 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 a Manager when needed.
Work within and promote corporate values.