Customer Value Agreement Specialist

Why Join Wagner?

At Wagner, our people are the driving force behind everything we do.

We’recommitted to helping our employees grow through meaningful work, career development, and opportunities to learn and advance. Join a team that values collaboration, innovation, and the people who make our success possible. We offer excellent benefits and supply you with the tools you need to maximize your potential.

• Paid Time Off (PTO) Plan
  - Up to
  96 hours
  of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance
• Life and AD&D Insurance
• Retirement Plans
  - 401K
  eligible employees can receive a company contribution up to7%
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• CEFCU
  - Employees have access to services including payroll deductions,savings, accounts, loans, VISA card and more
• Additional Benefits include Supplemental life Insurance, Critical Illness + Accidental Insurance, IDWatch
  
  Dogand discounted employee phone plans

The CVA Specialist owns the intake and renewal of Customer Value Agreements (CVAs) for Wagner's customers, working in the spirit of "One Professional Team." This is a customer-facing service administration role within the CVA group. The Specialist receives incoming agreement requests from equipment sales and Product Support Sales,validateseach agreement and its preventive maintenance schedule in the dealership's service systems, approves the quote,and owns renewals as agreements approachexpiration.

Day-to-day work involves building andmaintainingcontracts in the dealership's systems, regular customer phone and email contact, coordination with Product Support Sales Representatives and Service branch personnel, and careful recordkeeping to keep dataaccurateacross those systems.

This is an administrative and customer service position within a heavy equipment dealership. It is notanlegal contract,information technology, software development, systems administration, or data engineering role, and it does not involve programming, database administration, or building reporting infrastructure.

$60,670.86 - $83,425.94 Annually

Pay rate is dependent upon education & experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serves as the central intake point for CVA requests originating from new machine and generator sales and aftermarket sources
• Reviews incomingCVA quotesfor completeness and accuracy prior to agreement build, following up with the originator when information is missing
• Builds Customer Value Agreement enrollment number
• Sets up andmaintainspreventive maintenance schedules in the Equipment Management Toolkit (EMT)
• Prepares agreement documents and routes them to customers for electronic signature through
  
  Docu Sign
• Tracks signature status, follows up on outstanding agreements, and confirms executed agreements match what was built before activation
• Manages the CVA renewal pipeline, including monitoring upcoming expirations andinitiatingrenewal activity
• Prepares renewal quotes using Service Agreement Quoter (SAQ), updatingpricingand adjusting preventive maintenance events based on machine age and accumulated hours
• Administers the auto-renewal process, includingadvancedcustomer notification and processing of customer opt-out requests
• Communicatesinitiallydirectlywith customersregardingrenewals, agreement updates, and coverage question.
• Partners with Product Support Sales Representatives on renewal outreach and escalates at-risk agreements
• Supports standardization of agreement terms, including conversion of existing agreements to standardexpirationterms and contract lengths
• Maintainsaccurateagreement records, documentation, and contract files across DBS,Sales Link, and EMT
• Prepares and distributes CVA reporting, including new, renewed, expired, and lost agreements
• Identifies discrepancies, missing information, or trends requiring management attention
• Provides input on process improvements related to CVA administration and customer experience
• Builds working knowledge of Caterpillar products, service offerings, and aftermarket solutions
• Other duties as assigned by manager

• High School Diploma or GED
• 3+ years of service administration, contract administration, or inside support experience
• 1+ years of direct customer service experience
• Demonstrated experience communicating directly with customers by phone and email

• Experience in a heavy equipment, truck,…