Customer Support Agreement Admin

Empire Southwest; Phoenix (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

Empire Southwest is seeking a contract management professional to lead the development, pricing and administration of Empire Service Contracts for Caterpillar and non-Caterpillar products. You will drive cost analyses, maintain contract databases and collaborate with multiple departments to ensure profitability and customer satisfaction.

Responsibilities include refining contract language, tracking performance metrics and implementing improvements across contract systems, while upholding safety

Qualifications

• Must have high school diploma or GED.
• Proficiency with Empire computer systems.
• Excellent verbal and written communication with customers and staff.
• Ability to analyze costs, pricing and contract language.

Responsibilities

• Research, analyze and develop costs and contract language.
• Develop pricing schedules for Empire Service Contracts (maintenance, lube services, running repairs, PCR overhauls).
• Improve and refine processes for creating, selling and managing customer contracts.
• Track contract profitability, availability, costs and projected costs; monitor variances.
• Maintain databases and record-keeping tools; classify and catalogue contracts.
• Collaborate with Sales, Parts and Service for accurate contract data and policies.

Skills

Verbal communication

Written communication

Organizational skills

Mathematical skills

Attention to detail

English proficiency

Education

High school diploma or GED

Tools

Empire computer systems

Job description

JOB SUMMARY:

Merchandising, marketing, developing, implementing and managing Empire Service Contracts. Determine pricing schedules for EMPIRE customer support contracts for Caterpillar and Non Caterpillar products to include: Total Maintenance, Lube Services (Preventative Maintenance), Running Repairs, PCR Overhauls, etc. Continually improve and refine the way we create, sell and manage customer support contracts. Demonstrate leadership, integrity, quality, teamwork and a sense of urgency in performing duties and responsibilities.

ESSENTIAL FUNCTIONS:

• Researches, analyzes and develops costs and contract language.
• Focuses attention on Empire's goal of customer satisfaction, market dominance and profitability.
• Provides Sales, Parts and Service Departments with technical product information.
• Manages charges to contracts to ensure accuracy and reasonableness.
• Resolves discrepancies and errors with the appropriate personnel. Provides training and direction to areas.
• Develops the means of tracking and reporting key aspects of each contract including, but not limited to, contract profitability, availability, present contract costs, and projections of future contract costs, PCR cycles and variances between contract intent and practices and policies.
• Develops, implements and maintains databases and record keeping tools.
• Develops contract classification standards and categorize and catalogue EMPIRE service contracts based on its specific requirements.
• Works safely at all times. Adheres to all applicable safety policies. Complies with all company policies, procedures and standards.

ADDITIONAL RESPONSIBILITIES:

• Ensures all contract systems are followed. Evaluates and implements contract system improvements.
• Monitors the accuracy of information used to establish and maintain contract records. Works closely with the corporate Risk Management and Legal Departments to manage potential liability.
• Ensures positive customer relations and EMPIRE profitability by actively participating in contract development discussions and negotiations.
• Responsible for fostering knowledge in all applicable areas within the company on contract development, implementation and management.
• Perform other duties as directed by management.
• Works within and promotes corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

• Must have good verbal and written technical communication skills.
  • Must have organizational skills sufficient to complete work assignments on schedule.
• Must have mathematical skills sufficient to calculate percentages, compute cost per hour charges and project future expenses.
• Working knowledge of Empire Service Department policies, procedures, DBS work order, parts, contract tracking and financial systems.
• Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:

• Must have interpersonal skills sufficient to effectively interact with customers, other dealers and employees.
• Proficiency with Empire computer systems and personal computer software.
• Must be highly self-motivated and have knowledge of EMPIRE’s products and services.
• Familiarity about Caterpillar equipment and systems operation, trouble shooting and repair.
• Familiarity with Caterpillar and Empire warranty policies, procedures and philosophies.
• Familiarity with non-Caterpillar products and applications.
• Proof of high school diploma or General Education Degree (GED).
• Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
• The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• If on an occasional basis, employees perform duties that Empire in good faith believes could affect the safety or health of the employee performing the task or others, then their role would be classified as working in a Safety-Sensitive Position.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
• The noise level in the work environment is usually office moderate.