Contracts Coordinator, Product Performance

ABOUT WESTERN STATES EQUIPMENT:

Western States has a long legacy of providing quality equipment and excellent service to customers. Since 1956, our vision is to make our communities stronger, cleaner, and more productive, not just with our products and service - but through our people. We are committed to:

* The Power of our Purpose: "Building our Communities for a Better Tomorrow"

* Performance through our Values: SAFETY, EXCELLENCE, TEAMWORK, INTEGRITY, ACCOUNTABLITY, and INNOVATION

* Customer and Employee Care Commitments: Conveying Warm and Empathy, Actively Listening, Building Trust, and Saying Thank You

WHY YOU'LL LIKE IT HERE:

Recognized as one of the top private companies to work for, we put our employees first. We are fiercely committed to SAFETY and sending every employee, safely home, every single day. Our comprehensive benefits package and complete wellness programs include:

* Three weeks of accrued PTO to start, increases with tenure

* Company paid health care premium option for employees

* Health, dental, and vision insurance

* Wellness dollars

* 401k with company match and profit sharing

* Educational reimbursements, tool loans, and safety & tooling dollars

* Employee Assistance Program

* Paid Parental leave

* Care Leave

WHAT WE'RE LOOKING FOR:

CARE. LEARN. PREVENT - At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.

FULL SUMMARY

This position maintains the parts warehouse by receiving and storing parts, filling customer orders, and accurate shipment of items to both customers and other branch locations. This role requires two years of warehouse experience, proof of driver's license, and acceptable driving record for occasional customer deliveries and vendor parts pick up.

ESSENTIAL FUNCTIONS:

Safety

* Actively cares, promotes, manages, and advocates safety at Western States. As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.

* Maintains clean/clutter free personal work areas to ensure safe environment for all WSECO employees.

* Adhering to required personal protective equipment (PPE) as identified in safety policy.

* Ensuring safety boots, high vis vests, safety glasses, and all required PPE are secured for internal and external clients entering the yard.

Contract Support and Administration

* Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.

* Works closely with Product Support Sales Representatives (PSSRs) and other department's sales representatives (Sales Representatives, Rental Sales Representatives) to coordinate service opportunities in their assigned areas.

* Manages service contracts during all phases to drive accuracy and provide positive results for all parties involved in the agreements.

* Adheres to all established procedures to allow consistent contract execution through all phases of the contract life.

* Builds special contract services in the Contract Management System to adhere to the client's needs.

* Builds special scheduled services plans in the Contract Management System to adhere to the client's needs.

* Builds Service schedules based on the contract agreement made with the customer to allow the contract agreements to be executed on time.

* Manages all repairs or PM services done out of territory for clients under contract agreements.

* Enters data in the contract management system and ensures contract agreements with customers are documented correctly to allow scheduled services to be executed by the service organization on time and within the agreed upon scope of work with the customer.

* Identifies variances in contracts and initiates change orders to Microsoft Dynamics AX to update contract agreement with customers in order to ensure contract financial results are obtained in 95% of all contracts.

* Develops clear understanding for scope of work covered under service contract for all parties involved, works with the Service Pricing team to create standard jobs that allow service organization to execute on the agreed upon scope of work accurately.

* Responsible for providing closing balance amounts along with transactional details to Service Pricing Supervisor to balance out the pre-paid contract account for all expiring prepaid contracts.

* Acts as the secondary point of contact for Product Support Sales Rep (PSSR) and Machine Sales Rep (MSR) for assigned territory for service contract quoting, creation, execution, and closing.

* Works closely with Service teams across the organization to provide information needed to complete service schedules accurately and within the agreed upon scope of work.

* Creates scheduled service to signal the service organization when a scope of work needs to be completed as outlined with in the contract agreement terms. Personalizes interaction with each location to communicate about the scope of work and timing of the agreement made with the customer.

* Develops/enhances contract reporting and supporting documentation and distribution within the dealership.

* Responsible for renewals of all applicable contracts in both AX and Caterpillar Foresight upon expiration of each contract.

* Identifies contracts pending expiration and work with Sales Representatives to attain a 75% renewal rate.

* Performs all necessary work functions in Microsoft A/X specific to the service call process by creating, maintaining and closing all service calls.

* Actively cares Adheres to all customer care standards. and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.

* May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.

* Works within and promote corporate vision, mission, and values of the organization.

* Performs other duties as assigned.

SKILLS, KNOWLEDGE, AND ABILITIES:

* Knowledge and use of Microsoft computer products or other comparable systems required.

* Required ability to turn data into meaningful reports to drive consistent performance in contract execution.

* Proven conflict resolution, customer experience, and negotiation skills.

* Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.

* Ability to set and manage priorities.

* Must be a self-starter and able to work without supervision.

* Must be able to fluently use a computer and basic software with the ability to learn new systems quickly.

* Consistent attendance.

EDUCATION AND EXPERIENCE:

* Proof of high school diploma or General Education Degree (GED).

* Two years comparable office experience to include budgeting and fiscal responsibility preferred.

* One year previous support experience or customer service in heavy equipment and/or diesel engine repair required.

* Two years customer service experience in the heavy equipment industry or sales experience preferred.

* Valid driver's license and acceptable driving record required.

* Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

* Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.

* Ability to lift up to 30 lbs. in accordance with Western States' Lifting Policy to include amount and approach.

* Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.