CSA Manager

Ascendum Machinery • Huntersville, NC

294d

About The Position

The CSA (Customer Support Agreement) Manager is responsible for overseeing and managing all aspects of Customer Support Agreements (CSAs) to ensure effective execution, compliance, customer satisfaction, and business growth. This role involves direct customer engagement, sales strategy development, and collaboration with Parts and Service Departments to drive revenue and operational efficiency. The CSA Manager will also track market trends, identify new sales opportunities, and ensure alignment with company goals for continued business expansion.

Requirements

• Associate's or Bachelor's degree, or equivalent relevant experience.
• Minimum of 5 years’ experience working in service operations, account management, warranty, sales, or related fields.
• Strong background in customer relationship management, sales strategy, and revenue growth initiatives.
• Experience working with heavy equipment or industrial machinery (Volvo experience preferred).
• Strong understanding of service agreements, warranty programs, and equipment lifecycle management.
• Excellent analytical and problem-solving skills with a focus on cost efficiency and revenue generation.
• Strong written and verbal communication skills for contract drafting, sales presentations, and reporting.
• Ability to collaborate across multiple departments, supporting both field service and internal teams.
• High attention to detail with the ability to manage multiple projects and meet deadlines.
• Previous experience using CRMs.

Responsibilities

• Develop and execute strategic sales plans for CSA growth, ensuring alignment with company revenue objectives.
• Identify and pursue new sales opportunities for CSAs with both existing and potential customers.
• Lead customer engagement initiatives, including on-site visits, account management, and renewal negotiations.
• Support Product Support and Sales Representatives with CSA-related client meetings, contract discussions, and quoting.
• Provide strategic recommendations to leadership based on data analysis, industry trends, and customer feedback.
• Serve as the primary contact for key CSA accounts, ensuring a high level of customer satisfaction and retention.
• Develop and maintain strong relationships with customers to understand their equipment lifecycle needs and promote CSA solutions.
• Oversee customer contracts, renewals, and modifications to align with business objectives.
• Track and ensure Preventive Maintenance (PM) completion for all CSAs to maximize uptime and performance.
• Ensure accurate cost reconciliation and invoicing for all CSAs, proactively identifying and correcting discrepancies.
• Utilize CSA analysis tools to monitor cost applications, labor efficiencies, and lost labor accounts.
• Develop and enforce Standard Operating Procedures (SOPs) for CSA execution and consistency across locations.
• Partner with Parts and Service Departments to ensure timely delivery and execution of CSA commitments.
• Develop and oversee CSA performance metrics, tracking sales goals, renewal rates, and service efficiency.
• Provide detailed reports and strategic recommendations to optimize service efficiency and cost-effectiveness.
• Model, build, and implement a service truck idle time reduction program to improve fuel economy and cost savings.
• Monitor industry trends and competitive benchmarks to identify areas for service improvement and revenue growth.
• All other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree