CSA Manager

Role Summary: The CSA (Customer Support Agreement) Manager is responsible for overseeing and managing all aspects of Customer Support Agreements (CSAs) to ensure effective execution, compliance, customer satisfaction, and business growth. This role involves direct customer engagement, sales strategy development, and collaboration with Parts and Service Departments to drive revenue and operational efficiency. The CSA Manager will also track market trends, identify new sales opportunities, and ensure alignment with company goals for continued business expansion.

SCHEDULE: The standard work schedule for this position is Monday through Friday, from 8:00am to 5:00 pm. However, it's important to be aware that, as a salaried employee, there may be instances when you will be required to work beyond these hours to fulfill the job requirements.

TRAVEL REQUIREMENTS: Occasional Travel up to 25% travel to ensure the effectiveness and accuracy of CSA operations.

To perform the job successfully, the employee must be able to perform each essential duty of the job in a satisfactory manner, with or without reasonable accommodation. The essential duties of the job include the Responsibilities, Experience, Proficiencies, and Physical Demands described below.

RESPONSIBILITIES: Satisfactorily performing and/or achieving the following Responsibilities are essential duties of the job.

• Develop and execute strategic sales plans for CSA growth, ensuring alignment with company revenue objectives.
• Identify and pursue new sales opportunities for CSAs with both existing and potential customers.
• Lead customer engagement initiatives, including on-site visits, account management, and renewal negotiations.
• Support Product Support and Sales Representatives with CSA-related client meetings, contract discussions, and quoting.
• Provide strategic recommendations to leadership based on data analysis, industry trends, and customer feedback.
• Serve as the primary contact for key CSA accounts, ensuring a high level of customer satisfaction and retention.
• Develop and maintain strong relationships with customers to understand their equipment lifecycle needs and promote CSA solutions.
• Oversee customer contracts, renewals, and modifications to align with business objectives.
• Track and ensure Preventive Maintenance (PM) completion for all CSAs to maximize uptime and performance.
• Ensure accurate cost reconciliation and invoicing for all CSAs, proactively identifying and correcting discrepancies.
• Utilize CSA analysis tools to monitor cost applications, labor efficiencies, and lost labor accounts.
• Develop and enforce Standard Operating Procedures (SOPs) for CSA execution and consistency across locations.
• Partner with Parts and Service Departments to ensure timely delivery and execution of CSA commitments.
• Develop and oversee CSA performance metrics, tracking sales goals, renewal rates, and service efficiency.
• Provide detailed reports and strategic recommendations to optimize service efficiency and cost-effectiveness.
• Model, build, and implement a service truck idle time reduction program to improve fuel economy and cost savings.
• Monitor industry trends and competitive benchmarks to identify areas for service improvement and revenue growth.
• All other duties as assigned.

EXPERIENCE/COMPETENCIES/PROFICIENCIES:

• Experience and/or Education: Associate's or Bachelor's degree, or equivalent relevant experience.
• Computer Skills: The employee must be proficient with computers and software required to accomplish the responsibilities of this position. Strong knowledge of Microsoft Products such as Word, Excel, and Outlook.
• Minimum of 5 years’ experience working in service operations, account management, warranty, sales, or related fields.
• Strong background in customer relationship management, sales strategy, and revenue growth initiatives.
• Experience working with heavy equipment or industrial machinery (Volvo experience preferred).
• Strong understanding of service agreements, warranty programs, and equipment lifecycle management.
• Excellent analytical and problem-solving skills with a focus on cost efficiency and revenue generation.
• Strong written and verbal communication skills for contract drafting, sales presentations, and reporting.
• Ability to collaborate across multiple departments, supporting both field service and internal teams.
• High attention to detail with the ability to manage multiple projects and meet deadlines.
• Previous experience using CRMs.

PHYSICAL DEMANDS:

• While performing this job, the employee is regularly required to talk or hear.
• The position requires the ability to sit or stand for long periods.
• Ability to operate office equipment such as computers, keyboards, and telephones.
• Manual dexterity and fine motor skills for tasks such as typing, filing, and handling paperwork.
• Visual acuity and ability to read and interpret documents.
• The position requires the ability to occasionally lift up to 25 pounds.

FLSA STATUS: The U.S. Fair Labor Standards Act (FLSA) requires employers to classify their employees as being either exempt or non-exempt for the purpose of being paid overtime wages. The essential duties of this job are such that the employee is classified according to the FLSA as an Exempt employee.

EQUAL OPPORTUNITY: Ascendum makes recruitment, employment, promotional and all other People and Culture decisions without regard to race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy (including childbirth and related conditions, including, but not limited to, lactation), disability, hair texture or protective hairstyle, veteran status, uniformed service, genetic information, or any other class or characteristic protected by applicable law. This policy applies to all aspects of employment that include but are not limited to hiring, promotion, training, transfers, job assignments, terminations, recalls, wage and salary administration, and application of all Company policies, procedures, and benefits.

WHO WE ARE

At Ascendum Machinery, we're passionate about what we do. We're a leader in the heavy equipment industry, known for our commitment to excellence, and outstanding service. We're in the business of making an impact, and we're looking for talented individuals like you to join us on this exciting journey.

Working with us means being part of a forward-thinking organization that values innovation, teamwork, and customer satisfaction. We invest in our employees, offering growth opportunities, training, and a supportive work environment. When you join Ascendum Machinery, you're not just taking a job; you're becoming a vital part of a team that's shaping the future of heavy equipment solutions.