Customer Support Manager

WesTrac; Bunbury; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Paid Parental Leave

Secondary Carers Leave

Salary Sacrificing

Novated Leasing

Income Protection Insurance

Retail Discounts (Coles, Petbarn, etc)

Fitness Passport

Employee Assistance Program

Internal Career Progression

Training & Flexibility via WesTrac

Referral Bonus up to $5000

Emergency Services Leave

Defence Force Reserves Leave

Employee Share Purchase Plan

Job summary

WesTrac Bunbury is seeking a Customer Support Manager to join our Construction team on a full-time basis. Reporting to the Regional Construction Business Manager, this role manages a portfolio of key construction customers, driving aftermarket parts and service sales growth, and delivering product support solutions that maximise equipment performance and reduce total cost of ownership.

The successful candidate will bring strong experience in customer account management, technical product support

Qualifications

• Strong relationship builder with a track record of trusted partnerships.
• Sales and commercial conversations that drive outcomes for customer and business.
• Mechanical or equipment knowledge to discuss customer requirements confidently.

Responsibilities

• Look after customers, building strong relationships and becoming their trusted go-to for advice and solutions.
• Grow parts and service opportunities through maintenance, repairs, rebuilds and service programs.
• Stay connected in the field with regular customer visits and on-site awareness of needs.
• Keep opportunities on track by managing the sales pipeline and CRM data.
• Bring the right people together with customers and internal teams to deliver practical solutions.
• Solve problems by finding practical solutions that minimise downtime and keep operations running smoothly.

Skills

Relationship building

Sales & commercial know-how

Mechanical knowledge

Collaborative approach

Problem solving

Job description

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Reporting to the Regional Construction Business Manager, the Customer Support Manager will join our Construction team on a full-time basis in WesTrac’s Bunbury Branch. This customer-facing role is responsible for managing a portfolio of key construction industry customers, driving aftermarket parts and service sales growth, and delivering exceptional product support solutions that help customers maximise equipment performance and reduce total cost of ownership.

The successful candidate will bring strong experience in customer account management, technical product support and aftermarket sales within the construction, mining or heavy equipment industry. Working closely with customers and internal stakeholders, you will identify new business opportunities, lead customer engagement activities, coordinate support solutions, and resolve complex operational and commercial issues. This is an opportunity for a commercially minded relationship builder who thrives on developing trusted partnerships, influencing customer outcomes, and delivering measurable growth across parts, service and support programs.

Department Overview:

WesTrac Bunbury provides adaptable Caterpillar solutions from Mandurah to Albany. Our technicians handle diverse machinery, offering services, rebuilds, deliveries, and overhauls.

Roster –5 Days, Mon – Fri, 8.5 Hrs/Day (including meal break)

What You'll Do:

• Look After Your Customers -Build strong relationships with construction customers, becoming their trusted go-to for advice, support and solutions.
• Grow Parts & Service Opportunities - Identify opportunities to add value through parts, maintenance, repairs, rebuilds and service programs that keep customers moving.
• Stay Connected in the Field - Get out and about, regularly visiting customers, understanding their needs and keeping in touch with what's happening on site.
• Keep Opportunities on Track - Manage your sales pipeline, customer information and opportunities through our CRM system to ensure nothing falls through the cracks.
• Bring the Right People Together - Work closely with customers and internal teams to deliver practical solutions and exceptional service.
• Solve Problems That Matter - Help customers navigate challenges, finding solutions that minimise downtime and keep operations running smoothly.

Skills & Experience:

• Strong Relationship Builder - You're someone who earns trust quickly and enjoys building long-term customer partnerships.
• Sales & Commercial Know-How - You can identify opportunities, have meaningful commercial conversations and deliver outcomes that benefit both the customer and business.
• Mechanical or Equipment Knowledge - You understand machinery, parts or service environments and can confidently discuss customer requirements.
• Collaborative Approach - You work well with a variety of people and know how to get things done through teamwork.
• Natural Problem Solver - You're proactive, resourceful and enjoy finding practical solutions when challenges arise.

Our Benefits include, but are not limited to:

• Financial Benefits - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & more than 600 retail discounts, such as, Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness - Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career - Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our award-winning WesTrac Institute
• Employee Referral Program - Opportunity to receive a referral bonus up to $5000 for applicable roles
• Additional Perks - Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offers a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.