CVA Parts Coordinator

This position is responsible for coordinating and processing the GPEC and Cat Financial (CFAS) Customer Value Agreements (CVA’s) contracts from tracking, contacting the customer, opening the service call, ordering the parts, ensuring pickup/delivery, reviewing the service call for accuracy, closing the service call, and updating GPAX scheduled services menu.

ESSENTIAL DUTIES:

Customer Service: 



* Coordinate Parts CVA’s and parts pickup directly with internal and external customers.


* Ensure that quality customer service is provided in a timely manner at all times.


* Actively pursue labor upsell opportunities with Parts CVA customers to PSSR’s and communicate wins to PM Service Dispatchers


* Work closely with Cat Financial and GPEC Maintenance Contract Specialist to ensure accurate execution of Parts CVA’s.


* Solicit machines hours periodically for scheduling purposes.

Work closely with EMServices to ensure product link devices are accurate and reporting.


* Resolve customer complaints directly or through the appropriate PSSR or Service Department Manager.

 

Administration: 



* Establish order priorities, coordinates, and schedules parts pickup or delivery with Parts CVA Customers from the Raleigh, Fayetteville, Mebane, Washington, and Wilmington branches.


* Track service intervals using prioritized PM Due report and contacts customers when equipment is due for service.


* Place parts orders accurately and to specified destinations as agreed upon by customer.


* Review prepaid parts only accounts for available funds.


* Open Parts CVA service calls in a timely manner.  Review service calls for accuracy and close utilizing WIP room procedures and processes.


* Manage Parts CVA contracts to ensure completion within Accuracy metrics.


* Work closely with Cat Financial and Internal customers to ensure Parts CVA contracts are being executed accurately and to the agreement terms.


* Quote individual PM prices for upsold labor opportunities.



* Serve as the liaison between the PM Service Manager and other departments within the company.