Analysis Skills, Authorized Dealer, Backlog Prioritization, Billing, Business Operations, Caterpillar Equipment, Communication Skills, Concrete, Construction, Customer Experience, Customer Relationship Management (CRM), Customer Response, Customer Satisfaction, Customer Support/Service, Equipment Maintenance/Repair, Equipment Rentals, Fleet Management, On Site Support, Operational Audit, Operations Planning, Performance Analysis, Performance Management, Performance Metrics, Power Outages, Preventative Maintenance, Problem Solving Skills, Product Support, Productivity Management, Project Tracking, Project/Program Coordination, Resolve Customer Issues, Sales, Sales Management, Sales Support, Strategic Accounts, Time Management, Vehicle Fleets
Company Overview:
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. For more information visit www.fabickcat.com
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 SOS 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.