Equipment Performance Specialist

Description

The Equipment Performance Specialist plays a vital role in supporting the performance and reliability of Caterpillar heavy equipment under Premium Customer Value Agreements (CVA) and Total Maintenance & Repair (TM&R) contracts. This position is responsible for monitoring machine health indicators, analyzing fleet data, and delivering actionable insights to customers. The role involves close collaboration Product Support Sales Representatives (PSSRs) and Condition Monitoring Analysts to develop customized reports, promote service solutions, and ensure preventive maintenance compliance. Focus on customer satisfaction to enhance partnerships. Uses data to make decisions, cross sells service opportunities, and to drive machine health success metrics. 

Duties and Responsibilities:

• Services Commitment Administration: Oversee repair performance metrics and manage the Services Commitment credit program.
• Monitor Machine Health: Track inspections, work orders, fault codes, and SOS fluid analysis to ensure optimal machine performance.
• Reporting & Analysis: Develop and utilize fleet reports to monitor idle time, fuel usage, warranty exposure, rental underutilization, and PM (Preventive Maintenance) timeliness.
• Customer Engagement: Collaborate with PSSRs and customers to create customized fleet reports and provide one-on-one support, including site visits and ride-along.
• Sales & Upselling: Identify opportunities to cross-sell and upsell—from parts to premium services, and from premium to TM&R contracts. Promote productivity features and service excellence programs.
• Preventive Maintenance Management: Track PM timeliness and work orders, provide consultation on service interval adjustments, and ensure compliance with the services commitment program.
• Customer Advocacy: Act as a trusted advisor by taking ownership of machine performance and delivering solutions that align with customer needs.
• Contract Support: Assist with contract entry and updates in Foresight and maintain the CVA (Customer Value Agreement) renewal schedule.

Qualifications:

• College degree is preferred
• Strong analytical and reporting skills
• Customer-first mindset with a passion for machine performance
• Sales-oriented with a deep understanding of service program benefits
• Comfortable with virtual and in-person customer interactions
• Experience with fleet management tools and platforms is a plus

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).