Service Agreement Manager

Capital Equipment Careers•Richland VII Precinct, NE

8d•Onsite

About The Position

The Service Agreement Manager is responsible for leading NMC Cat's service agreement program, with a strong focus on Customer Value Agreements (CVAs). This role involves ensuring the successful delivery of CVA commitments, maintaining timely and efficient service execution, and contributing to supporting areas such as Condition Monitoring, VisionLink, and Fluid Sampling. The position aims to proactively maintain customer equipment using advanced technologies to enable early defect detection and reduce unplanned downtime.

Requirements

Experience leading a service agreement program.
Emphasis on Customer Value Agreements (CVAs).
Experience supporting Condition Monitoring, VisionLink, and Fluid Sampling.
Ability to ensure successful delivery of CVA commitments.
Ability to maintain timely and efficient service execution.
Experience with service agreement administration.
Experience with Preventative Maintenance (PM) program administration, including pricing and contract terms.
Ability to monitor financial performance of service agreements.
Ability to set pricing considering future increases.
Ability to assist Financial Analysts with balancing accounts.
Ability to ensure dealership performance in key CVA metrics (on-time, fulfillment).
Ability to identify training needs for customers and internal teams.
Ability to coordinate training delivery.
Ability to partner with Product Support and Sales Management to drive CVA growth.
Ability to partner with Telematics Coordinator to ensure machine connectivity for CVAs.
Ability to analyze complex condition monitoring data.
Ability to provide actionable recommendations to stakeholders.

Responsibilities

Lead the development of NMC CAT’s service agreement program to proactively maintain customer equipment using advanced technologies, enabling early defect detection and reducing unplanned downtime.
Oversee service agreement administration and collaborate with CVA employees to ensure Customer Value Agreements (CVAs) are properly registered in the ERP System and vendor portals.
Manage the administration of NMC CAT’s Preventative Maintenance (PM) program, including pricing, contract terms, and ensuring timely service delivery in coordination with Service Dispatch.
Monitor the financial performance of service agreements over time and set pricing that considers future increases and assist Financial Analysts with balancing all related accounts.
Ensure the dealership’s performance in key metrics related to the CVA program in areas such as CVA on-time and CVA fulfillment, which seek to measure both our execution and our commitment follow-through.
Identify training needs for customers and internal support teams; coordinate with Talent Development and Service Operations to deliver effective on-site and classroom training.
Partner with Product Support and Sales Management to drive growth in Customer Value Agreements (CVAs).
Partner with Telematics Coordinator to ensure connectivity on all machines in the Customer Value Agreements (CVAs) program to drive on-time performance and health insights.
Analyze complex condition monitoring data and provide actionable recommendations to stakeholders.