General Manager Customer Service -Mining

Liebherr Group; Alberta; On-site; CAD 100,000 - 150,000; Full time

Job summary

A leading industrial company in Alberta is seeking a General Manager – Customer Service to provide effective leadership in their Mining Division. This role involves overseeing customer support and driving financial performance while ensuring customer satisfaction and continuous improvement. The ideal candidate will have strong leadership skills, experience in industrial sectors, and a customer-centric approach. Competitive compensation and benefits are offered in a hybrid working model.

Benefits

Competitive wages

Extensive benefits with employer paid premiums starting day 1

Hybrid or remote work opportunities

Paid vacation starting at 3 weeks PLUS 6 dedicated family, health and wellness days

6% employer RRSP matching

$3000 annual allowance for continuing education

Qualifications

• Strong leadership and mentoring abilities.
• Experience in financial management and P&L oversight.
• Background in heavy equipment or industrial sectors is a plus.

Responsibilities

• Develop and execute the Customer Service strategy.
• Maintain relationships with customers and stakeholders.
• Oversee financial performance and budgeting.
• Drive continuous improvement and monitor performance.
• Manage customer dispute resolutions.

Skills

Leadership

People management

Business acumen

Customer-centric mindset

Communication skills

Tools

Project management tools

Quality Management Systems (QMS)

Job description

The General Manager – Customer Service is responsible for providing effective leadership to the Mining Division, encompassing Customer Support, Supply & Logistics, Remanufacturing, Technical Services and Safety. This role ensures the successful execution of the company’s strategic, operational, and financial objectives, driving customer satisfaction and continuous improvement across all Customer Service functions.

Responsibilities

• Support the Divisional Director in developing and executing the Customer Service strategy in alignment with Divisions objectives.
• Foster and maintain positive, collaborative relationships with customers, internal teams, and industry stakeholders.
• Conduct regular visits to customer sites and company locations to ensure consistent service delivery and relationship management.
• Oversee financial performance including profit and loss responsibility, budgeting, and forecasting for operational areas.
• Lead the implementation of continuous improvement initiatives and monitor performance outcomes.
• Guide and oversee the customer dispute resolution process to ensure timely and effective resolutions.
• Develop managerial capabilities within the Customer Service team, ensuring alignment with divisional goals and customer expectations.
• Drive professional development, leadership growth, and succession planning for direct reports.
• Promote a culture of Health & Safety excellence and perform legislated HSE duties as required.
• Partner with Sales to promote the company’s Customer Service capability and technical expertise.
• Undertake other duties as assigned in support of divisional and company objectives.

Competencies

• Strong leadership, people management, mentoring, and coaching abilities.
• Proven business and financial acumen with demonstrated success managing P&L.
• Experience in the Heavy Equipment or related industrial sectors is considered an asset.
• Customer‑centric mindset with a track record of delivering high‑quality aftermarket support.
• Excellent communication skills, both written and verbal.
• Working knowledge of Quality Management Systems (QMS) and Supply Chain principles.
• Proficiency in project management tools and methodologies.
• Demonstrated experience in risk identification and mitigation.

Our Offer

• Competitive wages
• Extensive benefits with employer paid premiums starting day 1
• Hybrid or remote work opportunities for select roles
• Paid vacation starting at 3 weeks PLUS 6 dedicated family, health and wellness days
• 6% employer RRSP matching
• $3000 annual allowance for continuing education
• International training & development work opportunities for select roles
• And much more!

Liebherr Canada Ltd. is committed to provide a diverse, inclusive, safe and dignified work environment for all employees, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or any other aspect of their identity.