Customer Support Agreement Admin

Empire Southwest•Phoenix, AZ

2d•$23 - $27•Onsite

About The Position

The Customer Support Agreement Admin develops, implements, and manages Empire service contracts for Caterpillar and non-Caterpillar products. The role determines pricing schedules for customer support offerings, including total maintenance, lube services (preventative maintenance), running repairs, and PCR overhauls, and continually improves how contracts are created, sold, and managed. The position supports customer satisfaction, market dominance, and profitability while demonstrating leadership, integrity, quality, teamwork, and urgency. The role researches costs and contract language; supports Sales, Parts, and Service Departments with technical product information; ensures contract charges and records are accurate; resolves discrepancies; and develops tools and standards for tracking, reporting, classifying, and cataloguing contracts. It also helps train and guide relevant teams, evaluates contract systems, coordinates with Risk Management and Legal on potential liability, and participates in contract development discussions and negotiations. The position follows safety and company policies and may perform other duties as directed by management. This is an on-site, first/day-shift role. The schedule will be provided by the leader. The listed pay range is $23.46 to $27.49 per hour. The physical demands include regular sitting, hand use, and speaking or hearing; frequent standing, walking, reaching, climbing or balancing, stooping, and kneeling; and occasional lifting or moving of up to 10 pounds. The work environment may occasionally include moving mechanical parts, high or precarious places, outdoor weather, wet or humid conditions, and extreme temperatures; noise is usually moderate office noise.

Requirements

High school diploma or General Education Degree (GED), with proof.
Ability to communicate in English by speaking, reading, comprehending, and writing.
Good verbal and written technical communication skills.
Organizational skills sufficient to complete assignments on schedule.
Mathematical skills sufficient to calculate percentages, compute cost-per-hour charges, and project future expenses.
Working knowledge of Empire Service Department policies and procedures, DBS work orders, parts, contract tracking, and financial systems.
Interpersonal skills sufficient to interact effectively with customers, other dealers, and employees.
Proficiency with Empire computer systems and personal computer software.
High self-motivation and knowledge of Empire products and services.
Familiarity with Caterpillar equipment and systems operation, troubleshooting, and repair.
Familiarity with Caterpillar and Empire warranty policies, procedures, and philosophies.
Familiarity with non-Caterpillar products and applications.
Ability to maintain consistent attendance.
Ability to meet the described physical demands, with reasonable accommodation where applicable.

Responsibilities

Research, analyze, and develop costs and contract language.
Determine pricing schedules for Empire customer support contracts covering Caterpillar and non-Caterpillar products and services.
Improve and refine how customer support contracts are created, sold, and managed.
Provide Sales, Parts, and Service Departments with technical product information.
Manage charges to contracts to ensure accuracy and reasonableness.
Resolve discrepancies and errors with appropriate personnel and provide training and direction to relevant areas.
Develop tracking and reporting methods for contract profitability, availability, current and projected costs, PCR cycles, and variances between contract intent and practices or policies.
Develop, implement, and maintain databases and record-keeping tools.
Develop contract classification standards and categorize and catalogue service contracts according to their requirements.
Work safely and comply with applicable safety policies, company policies, procedures, and standards.
Ensure contract systems are followed and evaluate and implement improvements to those systems.
Monitor the accuracy of information used to establish and maintain contract records.
Work with Corporate Risk Management and Legal Departments to manage potential liability.
Support positive customer relations and profitability by participating in contract development discussions and negotiations.
Foster company-wide knowledge of contract development, implementation, and management.
Perform other duties as directed by management and promote corporate values.