Customer Value Agreement Specialist

Wagner Equipment; Aurora (CO); On-site; USD 61,000 - 83,000; Full time

Benefits offered by this job

PTO

Health Insurance

Life Insurance

401K Plan

Tuition Reimbursement

Employee Assistance Program

Additional Benefits

Employee Phone Discounts

Job summary

Wagner Equipment Co. is seeking a CVA Specialist to manage the intake and renewal of Customer Value Agreements for our customers, working in the spirit of One Professional Team.

This role is customer-facing and administrative, requiring precise data entry, strong communication, and collaboration with sales and service staff. You will build and maintain contracts in DBS, SalesLink, and EMT, prepare renewal quotes in SAQ, and ensure accuracy before activation.

Qualifications

• High School Diploma or GED.
• 3+ years of service administration, contract administration, or inside support experience.
• 1+ years of direct customer service experience.
• Demonstrated experience communicating directly with customers by phone and email.

Responsibilities

• Serve as central intake point for CVA requests from new machine and generator sales and aftermarket sources.
• Review incoming CVA quotes for completeness and accuracy prior to agreement build, following up with the originator when information is missing.
• Build CVA enrollment number and set up preventive maintenance schedules in EMT.
• Prepare agreement documents and route them to customers for electronic signature through DocuSign.
• Track signature status, follow up on outstanding agreements, and confirm executed agreements match what was built before activation.
• Manage the CVA renewal pipeline, including monitoring upcoming expirations and initiating renewal activity.
• Prepare renewal quotes using SAQ, updating pricing and adjusting preventive maintenance events based on machine age and hours.
• Administer the auto-renewal process, including notification and opt-out processing.
• Communicate with customers regarding renewals, updates, and coverage questions.
• Partner with Product Support Sales Representatives on renewal outreach and escalations for at-risk agreements.
• Support standardization of agreement terms and conversion to standard expiration terms.
• Maintain accurate agreement records across DBS, SalesLink, and EMT; distribute CVA reporting.
• Identify discrepancies, missing information, or trends needing management attention.
• Provide input on process improvements related to CVA administration and customer experience.
• Build working knowledge of Caterpillar products and aftermarket solutions.

Skills

Customer service

Data entry

Communication

Organizational skills

Education

High School Diploma or GED

Tools

DBS

Texada SalesLink

Equipment Management Toolkit

Service Agreement Quoter

DocuSign

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Forms

Job description

At Wagner, our people are the driving force behind everything we do. We’re committed to helping our employees grow through meaningful work, career development, and opportunities to learn and advance. Join a team that values collaboration, innovation, and the people who make our success possible. We offer excellent benefits and supply you with the tools you need to maximize your potential.

Benefits Include

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance
• Life and AD&D Insurance
• Retirement Plans - 401K eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• CEFCU - Employees have access to services including payroll deductions, savings, accounts, loans, VISA card and more
• Additional Benefits include Supplemental life Insurance, Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans

The CVA Specialist owns the intake and renewal of Customer Value Agreements (CVAs) for Wagner's customers, working in the spirit of \"One Professional Team.\" This is a customer-facing service administration role within the CVA group. The Specialist receives incoming agreement requests from equipment sales and Product Support Sales, validates each agreement and its preventive maintenance schedule in the dealership's service systems, approves the quote, and owns renewals as agreements approach expiration. Day‑to‑day work involves building and maintaining contracts in the dealership's systems, regular customer phone and email contact, coordination with Product Support Sales Representatives and Service branch personnel, and careful recordkeeping to keep data accurate across those systems.

This is an administrative and customer service position within a heavy equipment dealership. It is not an legal contract, information technology, software development, systems administration, or data engineering role, and it does not involve programming, database administration, or building reporting infrastructure.

Pay Rate: $60,670.86 - $83,425.94 Annually

Essential Functions

• Serves as the central intake point for CVA requests originating from new machine and generator sales and aftermarket sources
• Reviews incoming CVA quotes for completeness and accuracy prior to agreement build, following up with the originator when information is missing
• Builds Customer Value Agreement enrollment number
• Sets up and maintains preventive maintenance schedules in the Equipment Management Toolkit (EMT)
• Prepares agreement documents and routes them to customers for electronic signature through DocuSign
• Tracks signature status, follows up on outstanding agreements, and confirms executed agreements match what was built before activation
• Manages the CVA renewal pipeline, including monitoring upcoming expirations and initiating renewal activity
• Prepares renewal quotes using Service Agreement Quoter (SAQ), updating pricing and adjusting preventive maintenance events based on machine age and accumulated hours
• Administers the auto‑renewal process, including advanced customer notification and processing of customer opt‑out requests
• Communicates initially directly with customers regarding renewals, agreement updates, and coverage question.
• Partners with Product Support Sales Representatives on renewal outreach and escalates at‑risk agreements
• Supports standardization of agreement terms, including conversion of existing agreements to standard expiration terms and contract lengths
• Maintains accurate agreement records, documentation, and contract files across DBS, SalesLink, and EMT
• Prepares and distributes CVA reporting, including new, renewed, expired, and lost agreements
• Identifies discrepancies, missing information, or trends requiring management attention
• Provides input on process improvements related to CVA administration and customer experience
• Builds working knowledge of Caterpillar products, service offerings, and aftermarket solutions
• Other duties as assigned by manager

Required Education And Experience

• High School Diploma or GED
• 3+ years of service administration, contract administration, or inside support experience
• 1+ years of direct customer service experience
• Demonstrated experience communicating directly with customers by phone and email

Preferred Experience

• Experience in a heavy equipment, truck, agricultural, or industrial dealership or service operation strongly preferred
• Familiarity with service agreements, maintenance contracts, warranty administration, or work order processes preferred
• Associate’s degree in Business Administration or a related field preferred

Physical Demands & Competencies

• Standing, walking, talking, sitting, use of hands & hearing
• Data entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Strong written and verbal communication skills, including direct customer contact
• Organized and detail oriented with the ability to manage multiple priorities and deadlines
• Ability to compile and organize agreement information into routine departmental reports
• Working knowledge of Microsoft Word, Excel, Outlook, and Microsoft Forms at a general business user level
• Ability to learn and work within dealership business systems, including DBS, Texada SalesLink, the Equipment Management Toolkit (EMT), the Service Agreement Quoter (SAQ), and DocuSign. These are dealer‑specific applications; training is provided.
• Safety & Product Knowledge
• Sedentary work that primarily involves sitting/standing but may require occasionally lifting and/or moving up to 25 pounds

Travel Requirements

• Minimal travel required

Other Duties

Job Offers are contingent upon all required pre‑employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job‑related tests/screenings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.

Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer.