What you'll be doing
Hastings Deering is on the hunt for an experienced and customer-focused Customer Support Manager to join our team. This is an exciting opportunity to lead a high-performing support function that delivers exceptional service and value to customers leveraging Caterpillar technology solutions.

In this role, you will be responsible for overseeing the delivery of remote technology support services across our Mining and Construction customers, ensuring service excellence, strong customer engagement and continuous improvement across our support operations. You'll lead a team of support professionals while partnering closely with customers, Caterpillar and internal stakeholders to drive positive customer outcomes.

As a Customer Support Manager, you will:

- Lead, coach and develop a high-performing technology support team.
- Build solid customer relationships and ensure support services meet evolving customer needs.
- Drive service delivery performance, including response and resolution time targets.
- Manage customer escalations and coordinate the resolution of critical incidents.
- Collaborate with Caterpillar, Sales, Operations and Technical teams to deliver seamless customer outcomes.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Monitor customer feedback and support trends to drive continuous improvement.
- Champion a consistent, customer-first experience across all support interactions.

Who are we and why work with us?
Hastings Deering is proud to be one of the top 5 Caterpillar dealerships globally. We sell, rent, and offer support and parts distribution services for Cat® products across a range of industries, including resources, general construction, civil transport and commercial construction, power systems, government, primary industries and marine.
We have more than 3,500 employees across 23 business service centres throughout Queensland,



Northern Territory, Papua New Guinea, the Solomon Islands and New Caledonia, with our headquarters based in Brisbane, Australia.
When you join our team at Hastings Deering, you'll benefit from:

- Body, Mind & Wallet Support - Free health checks, Employee Assistance Program, income protection insurance, and discounts at major retailers.
- World-Class Training - We're one of only eight Caterpillar Centres of Excellence globally. Learn from the best in CAT and boost your skills.
- Career Paths That Work for You - Grow into leadership, technical specialist, or support service roles. At Hastings Deering, we align with YOUR goals.
- Security you can count on - Enjoy the stability of a long-term career with Hastings Deering, backed by global strength.

About you:
We're looking for someone who brings a strong customer-first mindset, commercial acumen and a passion for continuous improvement.
To be successful in this role, you'll have:

- Degree qualified in relevant field (Business, Leadership, STEM).
- Solid focus on delivering exceptional Customer Support.
- Experience in development and management of commercial models.
- Desire to drive change, simplify processes.
- Strong communication skills.
- Experience with Caterpillar Technology (MineStar, VisionLink etc) is not required but would be beneficial in understanding customer use cases.

Interested? Here's What's Next:
If you're interested in growing your career with a large OEM, we'd love to hear from you!

? Apply Now - click the button below.
? Enquiries: 13•• ••• 618
? Contact: Shane Mathers, Talent Acquisition Partner - ••••@hastingsdeering.com.au

Hastings Deering follows a Pre-Employment Process for all successful applicants, which includes two employment references, a National Police Check and a medical assessment. These checks are essential to your application, and your Talent Acquisition Partner will support you through the process.

📌 Customer Support Manager - Caterpillar Systems (Brisbane)
🏢 Hastings Deering Australia
📍 Brisbane