Our well-established client in the mining industry is looking for a Customer Support Manager to join their team KEY RESPONSIBILITIES: Business Development Maintain strong customer relationships (CRM) with the installed base and proactively identify new business opportunities. Promote and market new products and services to existing customers, ensuring alignment with their needs. Monitor and summarise competitor activity at key customer sites, providing insights to strengthen market position. Contracts Management Negotiate mutually beneficial spares and service contracts, ensuring long-term business sustainability while aligning with pricing and margin expectations. Communicate and manage price escalations and adjustments for spares, ensuring transparency with customers. Customer Satisfaction & Performance Tracking Maintain and update customer satisfaction records related to products and services. Record and resolve customer complaints, ensuring timely and effective closure. Organise and lead technical meetings to address customer concerns and drive service improvements. Continuously measure customer satisfaction and implement initiatives to achieve year-on-year improvements. Sales & Key Account Management Maintain an up-to-date database of key customer contacts, documenting their feedback on equipment and services. Track and manage equipment installed at each customer site. Ensure optimal equipment performance through proactive spare parts supply and service support. Educate customers through detailed explanations, training sessions, or demonstrations of products and services. Gather customer operational data and establish equipment benchmarks to optimise service offerings. Obtain customer planning information (e.g., shutdown schedules) to anticipate service and supply needs. Identify and communicate new business opportunities for spare parts, service support, and new equipment, working collaboratively with relevant departments to drive sales and customer satisfaction. Forecasting & Budgeting Oversee and manage spares demand forecasts, aligning with new equipment requirements in collaboration with the Customer Support Internal Sales Manager. Prepare and manage the spares sales budget for key customers, ensuring alignment with business objectives. Internal Operations & Team Development Maintain accurate and comprehensive customer records to support decision-making and strategic planning. Develop and implement a Key Account Management (KAM) strategy to strengthen customer relationships and drive business growth. Maintain and continuously improve on the CRM system and foster relationships with key departments i.e., Capital Equipment Sales (CES), Engineering, Product Support. Ensure continuous learning and professional growth for all Customer Support (CS) Consultants, fostering a high-performance team. Maintain a high level of technical knowledge on equipment and support processes to enhance service delivery. Submit weekly activity reports and forecasts, ensuring alignment with business and sales objectives. Maintain and optimise the customer visitation strategy and schedule, with weekly activity tracking and adherence to the plan. MINIMUM REQUIREMENTS National Diploma or Degree in Mechanical Engineering or related field Minimum of 58 years in customer support, technical service, or aftermarket roles in the mining or heavy equipment industry. Strong understanding of crushing, sorting, and materials processing equipment. Proven experience in managing teams and dealing with customers in technical environments Good computer skills. High level of capability in Excel, Access, Power BI an advantage REQUIRED SKILLS: Excellent communication skills Strong administrative skills Ability to work under pressure Self-motivated Own transport / valid drivers license Time management skills Ability to meet deadlines Ability to work independently Excellent presentation skills Knowledge of Mining Industry (beneficial) Adaptability Strong inter-personal skills Stress management Assertiveness Technical aptitude Willing and able to travel locally and internationally

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