Customer Services Manager - Parts & Services

Location: Greater Sudbury, Ontario, Canada
Industry: Mining Equipment / Heavy Equipment / Industrial Services
Employment Type: Full-Time, Permanent

The Opportunity

We are partnering with a leading global organisation within the mining and industrial equipment sector to recruit an experienced Customer Services Manager - Parts & Services.

This is a key leadership position responsible for overseeing customer support and parts order fulfilment operations across Canada, ensuring customers receive a consistently high level of service while driving operational performance, process improvements and team development.

The successful candidate will lead a team of customer support professionals, working closely with sales, supply chain, logistics, warehousing and other internal stakeholders to improve service delivery, resolve complex customer challenges and optimise operational efficiency.

This opportunity would suit an experienced leader with a background in aftermarket services, heavy equipment, industrial distribution, parts operations or customer service management within a technically complex environment.

Key Responsibilities

• Lead, coach and develop a customer support team, fostering a culture of accountability, collaboration and continuous improvement.

• Oversee customer service and parts order fulfilment activities across the Canadian business.

• Monitor and improve key performance indicators, including order accuracy, delivery performance, response times and customer satisfaction.

• Manage complex customer escalations, including urgent parts requirements, supply shortages and critical equipment downtime situations.

• Collaborate with supply chain, logistics, warehousing and planning teams to improve parts availability and delivery performance.

• Oversee order management processes, including quotations, backorders, order tracking and expediting.

• Work closely with commercial and sales teams to support pricing agreements, customer requirements and service delivery.

• Identify opportunities to streamline workflows, improve systems and implement operational best practices.

• Support the effective use of ERP systems, reporting tools and performance dashboards.

• Build strong relationships with internal stakeholders to ensure alignment between customer expectations and operational capabilities.

• Support recruitment, performance management, succession planning and the ongoing development of the customer support function.

Skills & Experience Required

• A minimum of 5 years' experience in customer service, parts support, order fulfilment, supply chain, aftermarket services or a related operational environment.

• Approximately 3-5 years of experience managing or supervising teams, ideally within customer support, inside sales, order management or operational support.

• Strong people leadership capabilities, with a proven ability to develop teams and improve performance.

• Experience managing parts ordering, quotations, backorders, order expediting or customer service processes.

• A good understanding of supply chain, logistics and inventory-related challenges within an industrial or equipment-focused business.

• Demonstrated experience improving processes, service levels and operational efficiency.

• Strong communication, problem-solving and stakeholder management skills.

• Experience using ERP, CRM and reporting systems.

• Commercial awareness and the ability to balance customer service expectations with operational and business priorities.

Experience within mining, heavy equipment, industrial distribution, manufacturing or aftermarket services would be highly advantageous. However, candidates from other relevant operational environments with strong transferable leadership experience are also encouraged to apply.

A relevant postsecondary qualification would be beneficial, although equivalent practical experience will be considered. Continuous improvement qualifications, such as Lean or Six Sigma, would be an advantage.

What's on Offer?

• The opportunity to join an established global organisation with a strong presence in the mining and industrial equipment sector.

• A leadership position with responsibility for a critical customer-facing function across Canada.

• The ability to influence operational performance, customer experience and continuous improvement initiatives.

• Collaboration with a broad range of commercial, operational and supply chain stakeholders.

• Long-term career development opportunities within an international business.

• A competitive benefits package, including retirement and health-related benefits.

Apply

If you are an experienced customer service or aftermarket operations leader looking for an opportunity to make a meaningful impact within a global industrial business, we would welcome a confidential conversation.

Apply today or contact us directly to learn more about this opportunity.

All applications and enquiries will be treated in strict confidence.