Mining Client Support Manager

Responsible for, growing, managing, and sustaining Empire's product support market share of assigned territory clients. Responsible for knowing and understanding the client's business; implementing plans to help the client achieve its goals through appropriate utilization of all Empire resources; and working closely with the assigned client Account Managers to maximize total client share of wallet. Also responsible for achieving Empire's marketing objectives and goals as they relate to the assigned client accounts.

ESSENTIAL FUNCTIONS:

• Assists clients with evaluation and control of their equipment, maintenance and production programs to ensure peak performance in terms of availability and owning and operating costs.
• Develops annual business marketing plans in conjunction with the assigned client Account Manager.
• Propose annual product support budgets for assigned clients.
• Develop customer coverage plans in conjunction with the assigned clients Account Manager. Coverage plans must be approved by management before finalizing.
• Schedules visits in an effort to build positive client relationships.
• Effectively markets and communicates merchandising offerings and campaigns to position Empire as the clear Product Support choice.
• Provides feedback internally to drive change sufficient to meet market demands and provide viable client solutions.
• Provides Empire goods and services as solutions that assist the client in lowering its equipment owning and operating costs.
• Effectively manages (contact information, machine population, opportunities, etc.) current client call list while seeking out and adding new clients as required in a given territory.
• Knows client and territory (including financial status and past sales volume) well enough to forecast growth potential, select target accounts, and identify need for alternative solutions.
• Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards.

ADDITIONAL RESPONSIBILITIES:

• Uses Caterpillar's ultrasonic measuring tools and computer programs to manage an active, current and technically up to date custom track service program with clients in the assigned territory.
• Manages client undercarriage and ground engaging tool needs, maintaining current records for all equipment, and updating them on current options that lower their equipment owning and operating costs.
• Provides better client experiences by educating the client on various service facilities and capabilities while involving any necessary experts in the solution process.
• Stay abreast of competitive information to assure Empire always has the advantage.
• Utilizes available technology (Internet, email) to stay current on latest offerings, developments, and campaigns in an effort to communicate current issues to clients.
• Presents all client quotes in a thorough and professional manner.
• Documents and communicates in Sales Link any issues that impact client satisfaction to the appropriate area. Seeks assistance from Manager for additional help in resolving an issue.
• Work within and promote corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

• Must have management skills to effectively help the client meet its goals while promoting Empire's value-added products and services.
• Must be a motivated self-starter.
• Must have interpersonal skills sufficient to assist clients and employees in a professional manner.
• Must have sufficient mechanic knowledge to understand client equipment opportunities and to express these opportunities to the appropriate area within Empire.
• Must have sufficient knowledge to effectively utilize Internet, email, spreadsheets, word processing programs and database management.
• Must have acceptable attendance to meet all company standards and requirements.
• Must have excellent written and verbal communication skills.
• Must have basic understanding of business financial measures.
• Must be able to solve complex client/dealer issues in ways that are beneficial to both the client and the dealer.
• Must have a good working knowledge of the various areas at Empire that produce the products and services being promoted.
• Must work within and adhere to Empire's policies and procedures.
• Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:

• Must have a high school diploma or equivalent.
• College degree preferred.
• Current driver's license.
• Minimum of 3 years experience in related field or equivalent technical background.
• Must be able to communicate (speak, read, comprehend, write) in English.
• Service or Parts experience at Empire or another Caterpillar dealer preferred.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk, use hands, talk and hear.
• The employee frequently is required to sit, reach outward, and reach above shoulder.
• The employee is occasionally required to climb, crawl, squat or kneel, bend, and taste or smell.
• The employee must regularly lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close, ability to adjust focus, depth perception, peripheral vision, and distance.
• This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly exposed to outdoor weather and extreme hot/cold.
• The employee is frequently exposed to wet or humid conditions, toxic/caustic chemicals, and moving mechanical parts.
• The employee is occasionally exposed to risk of electrical shock, vibration, and high precarious places.
• The noise level in the work environment is usually loud.
• Machinery and tool operation requires the use of safety equipment to include but not limited to: eye safety glasses, hearing protectors.
• MSHA training required.