Contract Support Administrator, Power Systems

ABOUT WESTERN STATES

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers' toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation.

By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

Safety

• Actively cares, promotes, manages, and advocates for 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.

• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.
  
  

Customer Care Commitments

• Convey Warmth and Empathy - Acknowledge customers and greet everyone with an authentic smile.

• Actively Listen - Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions.

• Build Trust - Take ownership, act with urgency, and follow through on commitments.

• Say Thank you - Express genuine appreciation for effort, feedback, and collaboration.

ESSENTIAL FUNCTIONS:

• Manages service contracts during all phases to drive accuracy and provide positive results for all parties involved in the agreements.
• Assists in developing process and procedures to allow consistent contract execution through all phases of the contract life.
• Enters data in the contract management system and ensures agreements with clients 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 client.
• Builds Service schedules based on the contract agreement made with the client to allow the contract agreements to be executed on time.
• Manages and communicates overall contract financial health to Service business owners monthly to drive local ownership for the successful management of service contracts sold to client.
• Identifies variances in contracts and initiates change orders to Caterpillar 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 standard job 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 detail to the Power Systems Regional Manager to balance out the pre-paid contract account for responsible contracts.
• Acts as the primary contact for Product Support Sales Rep (PSSR) and Inside Sales Rep (ISR) 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 service schedule 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 client.
• Develops/enhances contract reporting and supporting documentation and distribution within the dealership.
• Identifies contracts pending expiration and work with Sales Representatives to attain an 85% renewal rate.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adheres 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 promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Required ability to turn data into meaningful reports to drive consistent performance in contract execution.
• Proven skills in written and verbal communications, planning, organizing, accuracy, attention to detail, and interpersonal relationship building.
• Ability to set and manage priorities.
• Ability to develop and maintain effective working relationships with others.
• Must be self-starter with a strong sense of urgency to meet the challenges of a fast-paced business environment.
• Must be able to fluently use a computer and basic office software with the ability to learn new systems quickly.

EDUCATION AND EXPERIENCE:

• Proof of High School diploma or GED required.
• Minimum of 1 year of contract management experience preferred.
• Basic knowledge of Power Systems equipment operation and maintenance preferred.
• Two or more years of comparable industry experience in related applications preferred.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning, and twisting.
• 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.