Client Services Manager

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 doneIdentify development needs and capability gaps early, build training and growth plans, and develop the next generation of technical leadersLead with safety first: embed safety in every deployment, travel and site decision, and make sure our people go to site preparedOwn the quality of service delivery across the region, so that clients see high system availability and consistent, reliable supportPlan and direct resources at least three months ahead, resolve conflicts between projects and support demand, and raise resourcing issues earlyLead escalations to resolution, and drive root cause fixes with Product, R&D, Supply Chain and Global Services rather than managing symptomsMake sound operational decisions, and delegate clear plans, to protect client satisfaction when it mattersSet the project governance for the region: plans, milestones and deliverables, and visibility of project healthPartner closely with Sales and Account Management on client support matters, and support the project plans behind RFPs and tendersDefine custom development requirements with Product Development and Technical SalesReview performance through monthly reporting, including Jira case turnover and resource utilization, and act on what the data showsPromote a strong, positive team environment, and brief and debrief the team around client visitsWhat you bring
8+ years of technical supervisory experience leading people and resources, with a proven record of building and holding teams accountableMining industry experience and credibility with site and operations leadersStrong coaching skills and a track record of developing people into larger roles4+ years of experience with fleet management products, hardware and softwareExperience with remote site installations, upgrades and software supportExperience managing complex client escalations and high-pressure environmentsAbility to influence and align stakeholders across Sales, Product, R&D, Supply Chain and Global ServicesA 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 communicationStrong analytical and problem-solving skills, and the ability to manage priorities across projects and team membersBachelor’s degree in any discipline, or equivalent relevant work experienceProject management certification (PMP, PMI-ACP or equivalent) is an assetTravel
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.
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