Service Agreement Manager

Primary Job Duties

• 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.

About NMC CAT

At NMC Cat, we will provide you with a different set of tools to help you advance your career. We take pride in developing strong relationships with our employees and are a company people are proud to work for. We create a work environment that promotes training and development as well as opportunities for employees to reach their professional goals.

Benefits

• Medical (and FSA/HSA plans), Dental, Vision Insurances
• Paid Vacation and Holidays
• Company-paid Basic Life Insurance
• Supplemental Term Life Insurance
• 401(k) with Profit Sharing
• Tuition Reimbursement and In-house Training Dept.
• Paid Military Leave
• Short and Long-Term Disability