Strategic Account Manager

Position Summary

The Customer Service Specialist serves as the operational owner of assigned strategic customer accounts, ensuring exceptional customer experience while maximizing equipment uptime, service execution, and long-term account growth. This role coordinates across various internal departments and Caterpillar resources to proactively manage customer relationships, oversee work in progress, and drive execution from opportunity through invoicing.

Responsibilities

• Serve as the primary day-to-day contact for assigned strategic customers. Develop trusted relationships with customer operations, maintenance, and management teams. Conduct regular customer business reviews and operational meetings. Coordinate customer communication across all Fabick departments. Ensure customer issues are resolved quickly and effectively. Identify opportunities to improve customer productivity and equipment performance.
• Monitor assigned equipment fleets using Caterpillar digital tools and condition monitoring systems. Review machine utilization, idle time, fuel consumption, fault codes, and equipment health. Coordinate preventive maintenance programs. Monitor S*O*S Fluid Analysis results and collaborate with Product Support and Service teams to address emerging issues. Assist customers in planning repairs before failures occur.
• Track all active work orders for assigned accounts. Partner with Service Operations to ensure timely scheduling and completion of repairs. Drive work order closure and invoicing. Coordinate warranty administration and Customer Value Agreement (CVA) activities. Monitor open work-in-progress (WIP) and resolve barriers delaying completion.
• Cook up planned outages, rebuilds, inspections, and major repairs. Facilitate communication between customers, service shops, field technicians, and product support representatives. Monitor backlog and prioritize customer needs. Assist with annual maintenance planning and capital replacement discussions.
• Identify opportunities for additional parts, service, rebuild, and equipment solutions. Support Machine Sales Representatives and Product Support Sales Representatives with customer intelligence. Help expand Caterpillar technology, digital solutions, and service offerings. Promote Customer Value Agreements and lifecycle support programs.
• Prepare recurring customer performance reports. Monitor KPIs including: Fleet availability, Open work orders, WIP aging, PM compliance, Equipment utilization, Customer response times, Service backlog. Present business reviews highlighting performance, opportunities, and action plans.

Requirements

• Bachelor's degree in Business, Engineering, Construction Management, Agriculture, or related field; equivalent experience considered.
• 3--5 years of experience in heavy equipment, construction, mining, waste, or industrial service operations.
• Strong customer relationship management skills.
• Excellent organizational and project coordination abilities.
• Ability to manage multiple priorities across large customer accounts.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Office Suite.

Preferred Qualifications

• Experience with Caterpillar equipment.
• Knowledge of equipment lifecycle management.
• Experience using DBS, VisionLink, Product Link, or other fleet management systems.
• Understanding of preventative maintenance, condition monitoring, and S*O*S Fluid Analysis.
• Experience managing strategic or national accounts.