Key Account Coordinator - Mining

Job Summary

This position serves as the main coordination point for major mining accounts, combining customer liaison, proactive promotion, and technical backing. Based in Tarkwa, Western Region, Ghana, the role ensures smooth communication between Mantrac and its customers, along with reliable delivery of parts and service support. A core part of the job is to reinforce Mantrac’s value as a preferred supplier and build enduring customer partnerships.

Key Objectives

• Act as the primary contact for managing customer relationships.
• Support safe equipment operation and serviceability.
• Drive product support sales and help deliver agreed revenue targets.
• Strengthen customer relationship management.
• Follow up on technical matters and keep stakeholders aligned.
• Create opportunities to grow Cat and non-Cat product support business.

Main Duties and Responsibilities

Liaison and Customer Coordination

• Serve as the first point of contact between the customer and Mantrac/Unatrac internal teams, maintaining strong working relationships and clear communication.
• Track customer service needs with branch service teams, including field service, workshop WIP, Engine CRC, undercarriage, powertrain, and hydraulics matters.
• Resolve parts queries and outstanding orders on the same day they are received, and ensure parts programs are clearly shared and recorded so customers can improve fleet performance and reduce maintenance costs.
• Pass sales leads to the relevant sales team and follow up on product support opportunities connected to new machine business.
• Work with customer maintenance planners to keep CRC teams informed about major component replacement plans and schedules, and review repair options that fit the customer’s budget and operating needs.
• Manage the correct assembly and delivery of new machines, help define spare parts stock with the customer, and initiate major component supply while keeping the customer informed of progress.
• Arrange and coordinate monthly management meetings with the customer, ensuring attendance from key people on both sides.
• Represent the customer’s operational concerns with Mantrac Group/Caterpillar on key issues, technology solutions, continuous improvement, and product team visits.
• Prepare and share monthly high-level reports for customer senior maintenance leadership, general management, Mantrac regional management, and territory management.
• Take part directly in major warranty repair decisions and equipment solutions to prevent avoidable delays.
• Promote group-level initiatives such as service additions, retrofit plans, used parts and components, service exchange, REMAN, and support for other OEMs.
• Introduce product support solutions that create measurable value for customer operations.
• Identify and implement at least three improvement initiatives each year for every customer.
• Seek opportunities to increase sales of parts, services, and machines for the benefit of both Mantrac and the customer.
• Promote Mantrac’s multibrand offering and help extend business beyond the traditional dealership model.

Technical Support

• Provide expert technical assistance to help ensure machines perform effectively and service issues are addressed promptly.
• Confirm that all service letters are carried out on applicable machines and that claims are filed with branch service support.
• Oversee warranty processing, making sure customers understand any required contributions while receiving fair value from Mantrac and Caterpillar.
• Coordinate technical reporting for failures linked to product, application, or operation so that issues can be resolved efficiently.
• Advise customers on repair approaches and share Caterpillar guidance where relevant.
• Join Caterpillar and group specialists during customer site visits after briefing them on customer operations, concerns, and opportunities.
• Support the rollout of continuous improvement actions at customer sites.

Marketing and Product Support Promotion

• Demonstrate the value of Mantrac’s product support offering through practical customer engagement.
• Ensure undercarriage CTS inspections are completed and recommendations are accurate.
• Promote the use of Cat oil and actively market oil products whenever possible.
• Recommend Customer Value Agreements where suitable.
• Support oil analysis activities, including sample dispatch and follow-up to obtain results on time.
• Where appropriate, recommend rebuilds for machines and components and oversee the process through to handover and customer satisfaction.
• Keep customers informed about Mantrac Group activities and business updates.
• Coordinate, communicate, and document major service programmes so they clearly add value to customer operations.
• Develop fixed-price service solutions such as CPT, CCR, and other tailored offerings.
• Present ongoing activities, plans, and issues in both customer meetings and internal discussions.

Commercial Responsibilities

• Review sales and debtor reports on a regular basis.
• Study monthly parts margin performance to spot trends and business opportunities.
• Create commodity promotion plans with a clear understanding of margin impact for both parts and REMAN.

Education and Experience

A recognised tertiary qualification in Electrical, Mechanical, Agricultural, Computer Engineering, or a related field is required. The role also calls for at least 10 years of experience in the earth moving equipment industry, with strong exposure to product support services and customer service.

Skills and Competencies

• Ability to coach, train, and guide others
• Strong customer relationship development
• Problem solving and opportunity identification
• Solid technical understanding of supported equipment
• Report writing and documentation

Additional Information

The role is based in Tarkwa, Western Region, Ghana and is a full-time, on-site position. The application deadline is 1 July 2026.

Deadline

Applications close on 1 July 2026.