Product Support Strategic Account Manager

Fabick Cat Customer Service Specialist

Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri.

Why Work For Us!

At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.

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. The Customer Service Specialist develops trusted relationships with customer stakeholders, provides regular operational reviews, coordinates planned maintenance and machine health initiatives, and ensures service opportunities are identified, communicated, and successfully completed. The position is accountable for improving customer satisfaction while protecting revenue, accelerating work order closure, and supporting profitable growth across the assigned fleet. This position is able to work out of any Fabick Cat Tractor location.

Responsibilities:

Customer Relationship Management 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. Fleet Performance Management 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. Service Coordination 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. Operational Planning Coordinate 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. Business Growth 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. Data & Reporting 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.

Physical Demands & Work Environment:

Primary work is performed in an office or service facility environment with frequent communication by phone and computer. Tasks involve sitting for extended periods, using hands and fingers to operate a computer and telephone, and reaching with arms. Occasional standing, walking, bending, stooping, crouching and kneeling may be required, especially when verifying equipment status in the yard or assisting with parts logistics. Employees are regularly required to talk and hear to communicate with technicians and customers; specific vision abilities include close vision, distance vision, color vision, depth perception and the ability to adjust focus. Must be able to lift and move up to 25 pounds occasionally (e.g., moving parts or equipment files) and safely handle heavier loads up to 50 pounds with assistance when necessary. Work may occasionally involve exposure to a warehouse or outdoor environment with moderate noise and varying weather conditions; appropriate personal protective equipment (PPE) should be used as required. Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.