Customer Support Agreement Admin

Empire Cat•Phoenix, AZ

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 contracts, including total maintenance, lube services and preventative maintenance, running repairs, and PCR overhauls. It continually improves the methods used to create, sell, and manage customer support contracts while supporting customer satisfaction, market dominance, and profitability. The position researches and analyzes contract costs and language, provides technical product information to Sales, Parts, and Service, monitors contract charges for accuracy, and resolves discrepancies. It develops training and guidance, tracking and reporting methods, databases, record-keeping tools, and classification standards for contracts. The role also supports contract-system compliance and improvement, coordinates with Risk Management and Legal on potential liability, and participates in contract development discussions and negotiations. It requires communication, organization, mathematical skills, familiarity with Empire and Caterpillar products and systems, and proficiency with company computer systems and personal computer software. The job involves regular sitting, hand use, and talking or hearing; frequent standing, walking, reaching, climbing or balancing, and stooping or 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 cold or heat. Noise is usually moderate office noise.

Requirements

High school diploma or General Education Degree (GED).
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.
Ability to maintain consistent attendance.
Interpersonal skills sufficient to interact effectively with customers, other dealers, and employees.
Proficiency with Empire computer systems and personal computer software.
High degree of self-motivation and knowledge of Empire products and services.
Familiarity with Caterpillar equipment, system operation, troubleshooting, and repair.
Familiarity with Caterpillar and Empire warranty policies, procedures, and philosophies.
Familiarity with non-Caterpillar products and applications.

Responsibilities

Research, analyze, and develop contract costs and language.
Determine pricing schedules for Caterpillar and non-Caterpillar customer support contracts, including total maintenance, lube services, running repairs, and PCR overhauls.
Continually improve the processes for creating, selling, and managing customer support contracts.
Provide Sales, Parts, and Service Departments with technical product information.
Manage contract charges, verify their accuracy and reasonableness, and resolve discrepancies with appropriate personnel.
Provide training and direction to relevant areas.
Develop tracking and reporting 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 system improvements.
Monitor the accuracy of information used to establish and maintain contract records.
Work with Corporate Risk Management and Legal to manage potential liability.
Support positive customer relations and company 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.