Customer Support Manager

About Us:

HBT GmbH, headquarters in Luenen, NRW, Germany, is a world-class machine manufacturer and fully integrated single solution provider - specialising in systems and equipment for underground coal mining. The company exports its high-performance longwall mining equipment to all major mining markets worldwide, strategically located in 15 countries including Australia.

The core HBT facilities have the capability for research, development, design, manufacture and testing of longwall mining equipment in-house. All HBT products and systems are produced to the highest standards and compliant with international regulatory requirements.

In addition to machine manufacturing, HBT also manufactures high-quality OEM parts and provides world-class support services for their equipment to ensure their customers succeed.

HBT Services QLD is responsible for the overhauls of longwall machinery across QLD and operates under three (3) plants, being Overhauls, Gearbox repairs and Warehouse.

About The Job:

The Customer Support Manager is a customer-facing role ensures HBT is the preferred supplier by delivering high-quality support and helping customers meet their operational and commercial goals. The role involves building strong relationships with key site personnel through regular visits and ongoing engagement.

Key performance indicators include customer loyalty, revenue growth, and timely completion of meeting action items. The position also supports aftermarket sales by overseeing quotations, parts expediting, and order tracking to deliver maximum customer value.

Leading a team across customer support, parts, and field service, the Manager will drive sales growth through targeted campaigns, maintain high customer satisfaction, and identify opportunities to improve product performance through market feedback and competitor analysis.

HBT values diversity, inclusion, and professional development, offering opportunities for career progression.

The Customer Support Manager's Key Responsibilities include:

• Implementing agreed sales strategies within set timeframes and monitor progress against targets
• Actively pursuing and securing profitable sales and service opportunities
• Preparing monthly reports on departmental activity and sales performance
• Providing and maintaining accurate sales forecasts
• Overseeing staffing, training, and performance evaluations
• Developing and implementing parts and service sales plans by customer and commodity
• Managing end-to-end customer relationships in the Queensland coalfields
• Monitoring and reporting on coal production, equipment availability, and performance for assigned customers
• Building and maintaining strong customer relationships to drive repeat business and reduce lost opportunities
• Collaborating with Product Support, Field Service, Sales, Engineering, and Overhauls to ensure high service levels and equipment uptime
• Developing and executing sales strategies for aftermarket longwall mining equipment parts
• Staying informed on industry trends and market intelligence
• Managing preparation of tenders, quotes, and sales materials
• Reporting monthly on open, closed, and lost aftermarket sales opportunities

About You:

Qualifications:

• Communication and or Marketing/Sales qualifications highly regarded

Previous Knowledge & Experience:

• Experience in providing sales/administration support to high functioning teams
• Technical background or equivalent, in Mining or related Industries.
• Proficiency in Microsoft Office Suite and other relevant software applications specifically Excel and Word.
• 5 plus years of experience in customer service, account management or product support
• A deep understanding of the product and its technical specifications is essential
• Demonstrated skills in business development and effective human resource management.
• Capacity to manage people and to lead and work co-operatively in a team
• Proven sales and marketing background with an strong emphasis on understanding the customer’s needs (5 years desirable)
• Project and Contract management experience desirable
• Understanding and commitment to QA and Continuous improvement

Essential Criteria:

• High attention to detail with strong documentation skills
• Maintains confidentiality and works well in ambiguous situations
• Safety-focused with experience in HBT Longwall Equipment
• Positive, can-do attitude with strong product knowledge
• Excellent communication and organisational skills
• Able to work independently or as part of a team across regions and countries
• Willing to travel to customer sites and distribution facilities
• Skilled in problem solving, negotiation, dispute resolution, and sales
• Strong relationship management and goal-oriented mindset
• Creative, self-motivated, and able to prioritise tasks effectively

Why Join Us?

You will have the opportunity to be a part of a growing business in a global organisation, operating locally, we also have great employee benefits on offer:

• Employee Assistance Program (EAP)
• Length of Service Recognition Awards
• Safety Recognition Awards
• Employee Referral Program
• Novated Leasing

Please note we do not offer sponsorship therefore applicants must have the right to work in Australia.

HBT is an equal-opportunity employer committed to diversity and inclusion within the workforce.

If you are ready to make a meaningful impact and contribute to a positive work environment, we encourage you to apply for this role.