Customer Services Manager - Parts & Services

About the role

Sandvik Mining is looking for a Customer Services Manager to lead the parts and services experience for its Canadian market. The role oversees the end‑to‑end customer service function, ensuring fast, reliable parts supply and a seamless experience for mining customers across Canada.

Key responsibilities

• Lead and develop the Canadian Customer Support Centre team, handling staffing, recruitment, onboarding, coaching, succession planning and employee development.
• Drive service performance, customer responsiveness and continuous improvement while establishing and tracking KPIs and service‑level expectations.
• Act as senior escalation point for critical customer issues, coordinating cross‑functional responses to machine‑down situations, emergency orders and service recovery.
• Own national open‑order performance, prioritising critical orders, improving lead time, fill rate, on‑time delivery and order accuracy.
• Partner with warehouse, transportation and planning teams to optimise inventory, product movement and delivery performance.
• Support pricing strategy implementation and collaborate with pricing analysts, account managers and sales leadership on customer price agreements.

Required profile

• Proven leadership experience in customer service and parts operations, preferably within industrial or mining environments.
• Strong track record of driving performance, continuous improvement and high customer satisfaction.
• Excellent problem‑solving skills with the ability to manage complex escalations and cross‑functional projects.
• Effective communication and stakeholder management across sales, logistics, sourcing and field service teams.

Required skills