Aftermarket Support Specialist

Holt of California is proud to be part of the elite group of Caterpillar dealers worldwide. We sell service and rent a wide-variety of equipment Including Large and Small Construction Tractors, Forklifts, and Prime/Stand-by-Power Generation.

THIS POSITION IS LOCATED IN WEST SACRAMENTO, CA.

Position Summary

The Aftermarket Support Specialist serves as a central coordination point for all service-related opportunities identified through inspections, condition monitoring, telematics, PSE’s and customer interactions. This role is responsible for ensuring that all actionable service items (“pull-through work”) are properly tracked, prioritized, communicated, and converted into completed work. Centralize CVA enrollment processes and documentation to support efforts to reduce WIP and improve billing efficiency.

By managing service opportunities from identification through completion, this position enhances operational efficiency, increases service and parts revenue, and supports proactive customer engagement while allowing PSSRs to focus on relationship development and growth.

Key Responsibilities

Service Opportunity Management

• Track and manage all technician inspection reports and service recommendations


• Log and monitor actionable items and service opportunities


• Ensure all opportunities are assigned to the appropriate service representative or PSSR


• Follow opportunities from identification through quote, scheduling, and completion


• Maintain accurate records of open, pending, and completed work

Pull-Through Work Capture

• Identify and track repair, maintenance, and upgrade opportunities generated in the field


• Coordinate with service and parts teams to ensure timely quoting and follow-up


• Submit work requests for units covered under ESC/CVA agreements


• Monitor conversion rates and support efforts to improve capture percentage

Prioritized Service Events

• Review condition monitoring data, inspection reports, and telematics alerts


• Identify high-risk equipment conditions that may lead to downtime


• Coordinate with service teams to prioritize and schedule urgent repairs


• Ensure proactive communication with customers regarding equipment status

Communication & Coordination

• Act as a liaison between PSSR, service, parts, and customers


• Ensure consistent and timely follow-up on all service opportunities


• Support PSSRs by managing administrative and coordination tasks


• Improve internal communication flow across departments

Administrative Support

• Upload quotes and invoices into third-party billing systems


• Maintain accurate documentation for service and parts transactions


• Complete CVA enrollment processes and documentation

Reporting & Metrics

• Track and report monthly metrics on:




• Identified vs. completed service opportunities


• Pull-through conversion rates


• Revenue generated from captured work

Qualification

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree preferred


• 2+ years of experience in service coordination, operations support, or related field


• Experience in heavy equipment, power systems, or dealership environment preferred

Skills & Competencies

• Strong organizational and time management skills


• Excellent communication and coordination abilities


• Ability to manage multiple priorities and follow tasks through completion


• Detail-oriented with strong data tracking and reporting capabilities


• Proficiency in Microsoft Office and service management systems


• Familiarity with CAT systems (preferred but not required)

Key Performance Indicators (KPIs)

• Pull-through work conversion rate


• Number of service opportunities tracked to completion


• Revenue generated from captured service work


• Response time and follow-up efficiency


• Accuracy and timeliness of reporting


• Reduction in missed or delayed service opportunities

COMPENSATION

Wage Range $25.00 to $32.00 

Wage depends on knowledge, skills and ability to perform the responsibilities of the job.    

Holt is an Equal Opportunity Employer M/F/V/DV. Holt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status.

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