CVA Administration Supervisor

Peterson•Hillsboro, OR

2d•Onsite

About The Position

Peterson Cat has the immediate need for a CVA Administration Supervisor based at our Hillsboro, OR location. SUMMARY The Customer Value Agreement (CVA) Administration Supervisor oversees a team responsible for opening, closing, and administering Peterson’s CVA contracts and preventative maintenance (PM) kit agreements within the Earthmoving and Rental business units. This role collaborates with Caterpillar (CAT) Financial Aftermarket Services (CFAS) as well as various internal departments to administer, support, and execute agreements. Key measurements of success include new enrollments, growth rate, renewal rate, and accuracy of CVA agreements.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson’s core values.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate degree from a fully accredited college in a related field; and a minimum of five (5) years of directly related administrative experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.
Must possess and maintain a valid driver’s license and satisfactory driving record.

Nice To Haves

Experience reviewing and approving the work of others preferred.
Experience with administering equipment service agreements highly preferred.

Responsibilities

Develop, manage, and continuously enhance the administrative aspects of CVA operations within the Earthmoving business unit.
Plan, organize, and monitor the work of a team of CVA Contract Administrators.
Host regular meetings with individual stores to review CVA work in progress, CVA Accuracy, CVA Fulfillment rate, and CVA work order closing rate.
Collaborate with local store managers and dispatchers to continuously improve processes.
Provide ongoing CVA training and support to Sales, Service, Data, Marketing, and Parts personnel.
Collaborate with Peterson CAT Rental teams to support and monitor maintenance of CAT rental equipment fleet.
Collaborate closely with Earthmoving Sales, Service, and Parts leaders and teams to ensure efficient and effective execution of CVA contracts.
Collaborate directly with CAT representatives to align CAT’s key CVA initiatives with Peterson’s CVA Administration team’s critical metrics and objectives.
Collaborate with Product Support Data and Service teams to manage and monitor the CAT Service Excellence Program (SEP), CAT Services Commitment Program (Back2Work), and other internal service metrics such as Customer Satisfaction (NLS), Work Order Management (LLC), and Employee Satisfaction.
Assist with CVA contract creation, quoting, and upkeep with a focus on quality control of contract invoicing.
Travel away from base location up to 20% of the time to attend meetings, attend and conduct training, and perform other essential job functions; operate personal or company vehicle as needed.
Maintain regular, punctual, and predictable attendance.
Work collaboratively in a team environment with a spirit of cooperation.
Display excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure.
Respectfully take direction from supervisor/manager.
Supervisor is responsible for the overall direction, coordination, and evaluation of the CVA Administration team.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and implementing corrective action with employees; addressing complaints and resolving problems.
When work deficiencies are identified, takes prompt and effective measures to correct areas needing improvement.