<p>Customer Services Manager - Parts & Services</p><p><strong>Location:</strong> Greater Sudbury, Ontario, Canada</p><p><strong>Industry:</strong> Mining Equipment / Heavy Equipment / Industrial Services</p><p><strong>Employment Type:</strong> Full-Time, Permanent</p><p><br></p><p>The Opportunity</p><p>We are partnering with a leading global organisation within the mining and industrial equipment sector to recruit an experienced <strong>Customer Services Manager - Parts & Services</strong>.</p><p>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.</p><p>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.</p><p>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.</p><p><br></p><p>Key Responsibilities</p><ul><li>Lead, coach and develop a customer support team, fostering a culture of accountability, collaboration and continuous improvement.</li><li>Oversee customer service and parts order fulfilment activities across the Canadian business.</li><li>Monitor and improve key performance indicators, including order accuracy, delivery performance, response times and customer satisfaction.</li><li>Manage complex customer escalations, including urgent parts requirements, supply shortages and critical equipment downtime situations.</li><li>Collaborate with supply chain, logistics, warehousing and planning teams to improve parts availability and delivery performance.</li><li>Oversee order management processes, including quotations, backorders, order tracking and expediting.</li><li>Work closely with commercial and sales teams to support pricing agreements, customer requirements and service delivery.</li><li>Identify opportunities to streamline workflows, improve systems and implement operational best practices.</li><li>Support the effective use of ERP systems, reporting tools and performance dashboards.</li><li>Build strong relationships with internal stakeholders to ensure alignment between customer expectations and operational capabilities.</li><li>Support recruitment, performance management, succession planning and the ongoing development of the customer support function.</li></ul><p><br></p><p>Skills & Experience Required</p><ul><li>A minimum of <strong>5 years' experience</strong> in customer service, parts support, order fulfilment, supply chain, aftermarket services or a related operational environment.</li><li>Approximately <strong>3-5 years of experience managing or supervising teams</strong>, ideally within customer support, inside sales, order management or operational support.</li><li>Strong people leadership capabilities, with a proven ability to develop teams and improve performance.</li><li>Experience managing parts ordering, quotations, backorders, order expediting or customer service processes.</li><li>A good understanding of supply chain, logistics and inventory-related challenges within an industrial or equipment-focused business.</li><li>Demonstrated experience improving processes, service levels and operational efficiency.</li><li>Strong communication, problem-solving and stakeholder management skills.</li><li>Experience using ERP, CRM and reporting systems.</li><li>Commercial awareness and the ability to balance customer service expectations with operational and business priorities.</li></ul><p><br></p><p>Experience within <strong>mining, heavy equipment, industrial distribution, manufacturing or aftermarket services</strong> would be highly advantageous. However, candidates from other relevant operational environments with strong transferable leadership experience are also encouraged to apply.</p><p><br></p><p>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.</p><p><br></p><p>What's on Offer?</p><ul><li>The opportunity to join an established global organisation with a strong presence in the mining and industrial equipment sector.</li><li>A leadership position with responsibility for a critical customer-facing function across Canada.</li><li>The ability to influence operational performance, customer experience and continuous improvement initiatives.</li><li>Collaboration with a broad range of commercial, operational and supply chain stakeholders.</li><li>Long-term career development opportunities within an international business.</li><li>A competitive benefits package, including retirement and health-related benefits.</li></ul><p><br></p><p>Apply</p><p>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.</p><p><br></p><p><strong>Apply today or contact us directly to learn more about this opportunity.</strong></p><p><em>All applications and enquiries will be treated in strict confidence.</em></p>