Client Services Manager

Wenco (a Hitachi Construction Machinery subsidiary); Richmond; On-site; CAD 120,000 - 140,000; Full time

Job summary

Wenco, a Hitachi Construction Machinery subsidiary, in Vancouver area, seeks a Client Services Manager for North America to lead a regional team delivering fleet management systems and upgrades. You will coordinate with Sales, Product, R&D, and Global Services to ensure disciplined delivery in complex site-based mining environments.

Responsibilities include staffing, developing leaders, ensuring safety-first deployments, and maintaining high service quality across the region.

Qualifications

• 8+ years of technical supervisory experience leading people and resources.
• Mining industry experience and credibility with site and operations leaders.
• 4+ years of experience with fleet management products, hardware and software.
• Experience with remote site installations, upgrades and software support.
• Experience managing complex client escalations and high-pressure environments.
• Ability to influence and align stakeholders across multiple departments.

Responsibilities

• Lead and develop the North America Client Services team: set clear performance expectations, coach, give regular feedback and hold people accountable for getting things done.
• Identify development needs and capability gaps, build training and growth plans, and develop the next generation of technical leaders.
• Lead with safety first: embed safety in every deployment, travel and site decision, and make sure our people go to site prepared.
• Own the quality of service delivery across the region, ensuring high system availability and reliable support.
• Plan and direct resources at least three months ahead, resolve conflicts between projects and support demand, raise resourcing issues early.
• Lead escalations to resolution, drive root cause fixes with Product, R&D, Supply Chain and Global Services.
• Make sound operational decisions, and delegate clear plans to protect client satisfaction when it matters.
• Set the project governance for the region: plans, milestones and deliverables, visibility of project health.
• Partner with Sales and Account Management on client support matters and support RFPs/tenders.
• Review performance through monthly reporting and act on data.

Skills

Technical leadership

People management

Stakeholder influence

Analytical skills

Communication

Education

Bachelor’s degree in any discipline

PMP / PMI-ACP certification (asset)

Tools

Linux

Cisco

Database administration

Microsoft Exchange

Job description

About the role

Wenco advances the efficiency and safety of the world’s surface mining equipment through our fleet management systems. As Client Services Manager, North America, you will lead the regional team that supports our clients and delivers our systems and upgrades. This is a leadership role. You will set clear expectations, hold people accountable for results, and build the capability of a distributed team across Canada and the US. You will also be the key link to Sales and Account Management, Product, R&D, Supply Chain and Global Services, so that our commitments to clients are delivered with discipline and confidence in complex, site-based mining environments.

What you will do

• Lead and develop the North America Client Services team: set clear performance expectations, coach, give regular feedback and hold people accountable for getting things done
• Identify development needs and capability gaps early, build training and growth plans, and develop the next generation of technical leaders
• Lead with safety first: embed safety in every deployment, travel and site decision, and make sure our people go to site prepared
• Own the quality of service delivery across the region, so that clients see high system availability and consistent, reliable support
• Plan and direct resources at least three months ahead, resolve conflicts between projects and support demand, and raise resourcing issues early
• Lead escalations to resolution, and drive root cause fixes with Product, R&D, Supply Chain and Global Services rather than managing symptoms
• Make sound operational decisions, and delegate clear plans, to protect client satisfaction when it matters
• Set the project governance for the region: plans, milestones and deliverables, and visibility of project health
• Partner closely with Sales and Account Management on client support matters, and support the project plans behind RFPs and tenders
• Define custom development requirements with Product Development and Technical Sales
• Review performance through monthly reporting, including Jira case turnover and resource utilization, and act on what the data shows
• Promote a strong, positive team environment, and brief and debrief the team around client visits

What you bring

• 8+ years of technical supervisory experience leading people and resources, with a proven record of building and holding teams accountable
• Mining industry experience and credibility with site and operations leaders
• Strong coaching skills and a track record of developing people into larger roles
• 4+ years of experience with fleet management products, hardware and software
• Experience with remote site installations, upgrades and software support
• Experience managing complex client escalations and high-pressure environments
• Ability to influence and align stakeholders across Sales, Product, R&D, Supply Chain and Global Services
• A computer technology background (for example Linux, Cisco, database administration, business systems analysis, Microsoft Exchange)
• Excellent customer and people management skills, with strong written and verbal communication
• Strong analytical and problem-solving skills, and the ability to manage priorities across projects and team members
• Bachelor’s degree in any discipline, or equivalent relevant work experience
• Project management certification (PMP, PMI-ACP or equivalent) is an asset

Travel

10–30%, to client sites in North America and other regions as required.

Base salary of $120,000 - $140,000, commensurate with experience and qualifications.