Customer Service Manager

Australian Exploration Engineering

Customer Service Manager

Industry: Mining Equipment Manufacturing

Location: Kewdale WA

Employment Type: Full-time, Ongoing

38 Hour Weekly

Salary Range $90K to $100K per annum

Customer Service Manager – Mining Equipment Manufacturing

Join a leading organisation in the mining equipment production sector and play a pivotal role in shaping our customer experience.

We are seeking an experienced and highly capable Customer Service Manager to oversee our customer service and after‑sales operations, ensuring exceptional service delivery to both domestic and international clients.

This position is a senior, strategic role focused on service standards, policy development, after‑sales support, and team leadership. It works closely with production, engineering, sales and logistics teams to drive service excellence across the organisation. Please note this is not a front‑line retail or transactional customer service role.

Key Responsibilities

As the Customer Service Manager, you will:

• Develop, implement and review customer service and after‑sales policies, programs and procedures specific to mining equipment manufacturing and supply
• Lead after‑sales service strategies, including:
  • Monitoring customer satisfaction
  • Ensuring equipment performance and reliability
  • Identifying service gaps and driving continuous improvement
• Oversee complaint resolution, warranty claims, refunds and customer feedback processes in line with company and industry standards
• Lead, mentor and develop customer service and support staff to ensure consistent, high‑quality service delivery
• Provide coaching, performance feedback and support recruitment, onboarding and training activities
• Ensure service standards align with recognised customer service frameworks, quality systems and internal protocols
• Collaborate with production, engineering, logistics and sales teams to coordinate service delivery and resolve customer issues
• Build and maintain strong relationships with customers, service agents and key stakeholders
• Monitor service performance, analyse trends and present improvement recommendations to senior management

Skills and Experience

To be successful in this role, you will bring:

• Significant experience as a Customer Service Manager within a manufacturing, industrial, engineering or mining‑related environment
• A minimum of 4 years’ experience within the last 5 years in a comparable role
• Demonstrated capability in managing and improving customer service standards, with knowledge of recognised frameworks and best‑practice methodologies
• Strong leadership and people management skills, including staff development and performance management
• Proven experience developing customer service policies, procedures and training programs
• Excellent communication and problem‑solving abilities

Employment Conditions

• Full-time position
• Ongoing role within the mining equipment production industry
• Remuneration $90000 - $100000 per annum

How to Apply

Applications should include a resume and a cover letter detailing qualifications, relevant experience and suitability for the role.