Mining Quality Customer Satisfaction Manager

• You can be based in the Americas including South America

• You will have exposure to a very prominent global mining client base

• If you have a commercial, marketing, technical mining background at a Senior level role or any of the above not excluding mining experience then apply today!

Job Summary: 

The Mining Quality Customer Satisfaction Manager is responsible for overseeing and enhancing the quality and customer satisfaction processes across the Top 5 Mining Groups. This role ensures compliance with quality standards, drives continuous improvement, and fosters strong collaboration between regional QCS teams, corporate stakeholders, and senior management. 

We believe that we can develop the technology and acquire the practical knowledge to make that difference in addressing climate change. It is a great responsibility, and we are committed to doing so. We have set our goal; we call it Mission Zero – to get our customers to move towards zero emissions in mining and cement.

Introduction to your area:

• FLS is a world leader in the sale of large-scale mining equipment, with global reach, and one of its support areas is Customer Satisfaction.

• Ensuring the satisfaction of our customers and maintaining the sustainability of the business allows the professional development of those who make up this team, being an area of ​​great commercial impact, maintaining a close relationship with customers and allowing the interrelation with professionals worldwide in our company.

Objective of the position:

• This position reports directly to the Head Customer Satisfaction.

• Ensure a quick and effective response to quality complaints, maintaining a close relationship with the needs derived from improvement opportunities communicated by customers.

Key Responsibilities: 

Complaint Management & Process Compliance: 

• Support Regional QCS teams in entering Non-Conformance Reports (NCRs) into Intelex, providing necessary training. 

• Ensure full activation and compliance with the Complaint Care Process (CCF) from NCR registration to resolution. 

• Verify the effectiveness of corrective actions to prevent issue recurrence in Top 5 Mining Groups' operations. 

Monitoring & Reporting: 

• Analyze monthly QCS regional reports and escalate issues related to non-compliance with deadlines and actions. 

• Generate early alerts to address process inefficiencies and deviations. 

• Consolidate NCR data from Top 5 Mining Groups to develop trend reports, impact assessments, and corrective recommendations. 

• Track and report Customer Experience Program (CXP) evaluations for Top 5 Mining Groups. 

• Maintain and update KPIs to measure customer satisfaction and quality performance. 

Communication & Collaboration: 

• Maintain regular communication with global/corporate assurance and performance teams, as well as mining group representatives. 

• Provide senior management with updates on customer complaints and corrective action progress. 

• Act as a liaison between regional QCS teams, internal stakeholders, and Top 5 Mining Clients to ensure alignment and process improvement. 

• Ensure that lessons learned from NCRs are shared across all mining sites to drive continuous improvement. 

Qualifications and Experience:

• Bachelor’s degree in engineering, industrial, commercial and/or related field. 

• Extensive experience in mining plant processes, equipment, and customer service. 

• Minimum 10 years’ experience working in the mining industry.

• Must have an analytical background to analyse large-scale quality data to identify trends and improvement areas. 

• A background in commercial, marketing and or sales roles within the mining industry highly desirable.

• Must have knowledge and or background in planning, reliability and RCA analysis mythologies platforms CRM.

• English advanced level spoken and written.

• Desirable to have an MBA and/or Six Sigma certified.