Client Services Manager

Wenco International Mining Systems (www.wencomine.com), a subsidiary of Hitachi Construction Machinery (HCM), provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations.

Reporting to the Regional Manager, the role of Client Services Manager is important for guaranteed quality technical and operational service delivery to secure a high level of client satisfaction. The role of Client Service Manager is responsible for coordination of internal cross-functional department interests and activities to meet the requirements and satisfaction of our clients in the delivery, support, and implementation of our systems.

Key Deliverables and Responsibilities:

• Drive operational excellence in the technical aspects of work performed to support clients, leading to high systems availability and client satisfaction.
• Project manage the Client Services Team schedule/roster and allocate suitable resources to projects or support queries
• Identify resourcing issues and communicate such matters to Regional Managers and Global Services Manager in a timely manner
• Communicate schedules and resources for support and project visits to client
• Plan resource allocation at least 3 months in advance with best available information
• Develop project plans and schedule project goals, milestones and deliverables
• Travel to client sites in North America and other regions as required for support and project issues
• Take operational decisions and action/delegate a mutually acceptable plan to secure the satisfaction of clients when required
• Ensure you are the primary point of contact for maintaining constant communication with Sales & Account Management team relating to client support issues
• Assist Sales & Account Management team in compiling Project Plans for RFPs or tenders based on available resource and utilization forecasts
• Communicate effectively and regularly with Regional Manager and Global Services Manager on technical and client matters to properly resolve client needs
• Manage support and development task distribution and escalation procedures internally
• Conduct remote support and upgrade procedures
• Define custom development requirements for clients with assistance from Product Development and Technical Sales
• Leadership/Management of the North America Client Services team and others (possible sub-contractors) undertaking work, including but not limited to:
• Provide clarity of work and performance expectations
• Monitor performance, provide support, feedback and coaching and review performance
• Communicate personnel matters or support requirements to the Regional Manager.
• Promote an effective team environment
• Identify internal training requirements and communicate it to Regional Manager and Global Ser Manager
• Manage standby schedule
• Conduct briefing and debriefing sessions with Client Services Team members pre-and-post client visits
• Identify and manage support equipment and spares requirements for regional office, sites, projects and support
• Identify and implement improvements to business unit to enable better client service and team development
• Compile monthly operational reports that include but are not limited to:
• JIRA report for case turnover ratio
• Resource utilization report & forecast

Experience and Knowledge

• 2+ years' experience with fleet management products on hardware and software applications to ensure in-depth knowledge
• Ability to handle remote site installations, upgrades and software support
• 4+ years' technical supervisory experience of people and resources
• Ability to do standard and custom system configurations for client's sites within the Wenco product suite
• Ability to develop a scope of work for all non-standard features (custom development) on existing and new client sites
• Computer Technology background (Including exposure to Linux, Cisco, Database Administration, Business Systems Analysis, Microsoft Exchange, etc.)
• Project Management certification with PMP and PMI-ACP or equivalent is an asset

Skills and Abilities

• Cooperation/Teamwork \u2013 conveys a sense of teamwork, respectful of others, seeks to work towards a common go
• Excellent customer and people management skills
• Strong ability to manage the time and priorities of projects and team members
• Proven analytical and problem-solving abilities
• Strong written and verbal communication skills
• Highly self-motivated and self-directed, objective oriented
• Strong, demonstrated customer focus (internal and external)

Wenco advances the efficiency and safety of the world's surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.

Wenco is an Equal Opportunity Employer.

Disclaimer

The information in this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. It is not intended as an employment contract. Job descriptions are subject to change, which may not necessarily affect compensation.

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As our team experiences high volumes of applications, only shortlisted candidates will be contacted. To be considered, please ensure a resume is attached.