True North Equipment
Service Support Specialist
True North Equipment, Grand Forks, North Dakota, United States, 58203
The Service Support Specialist works closely with TNE Corporate Service Managers, and location Service Managers, serving as Enterprise support for centralized processes in our TNE Service Departments. The Service Support Specialist will travel as needed to support day-to-day location Service Manager functions when the location Service Manager is out of the office.
True North Equipment has been in business since 1949 and has 10 locations with over 200 employees. Our employees are the key to our success and have helped us get to where we are today, operating in two states across the Red River Valley. True to our Values...Driven by You!
It takes our entire team to make True North Equipment exceptional. We strongly desire individuals who are self-starters and hard workers, always willing to dive into a new challenge and who are eager to learn. We strive to provide you with limitless opportunities for growth and education that will challenge you. Most importantly, we want you to have fun working at TNE!
You'll focus on:
Providing an exceptional customer experience by delivering quality and timely service for our customersDevelop working relationships within our customer base to become their trusted partner in delivering their service and repair needsDevelops, communicates, and engages in effective True North Equipment Service Department processes to ensure internal and external customer satisfactionFocus on growth and profitable Service Department labor sales by building value in the marketplaceMaximizes the use of the True North Service Delivery system for both internal and external customersMay assist with SVAP, JDU training, and recruiting events as neededThrough strong collaboration with Service Managers, ensures invoicing of service repair orders is processed accurately and timely, eliminating roadblocks for smooth process executionOwning the enterprise process of TNE Job Codes/Codify partnershipMay develop and oversee the execution of a mobile service fleet strategy, enhancing on-site service capabilities and customer supportTrain new service department personnel to include Service Managers, Technicians, and CSA promoting a culture of excellence, continuous learning, and adaptabilityFill in for service personnel as needed, ensuring high levels of service continuity and customer satisfactionAssist managers and other aftermarket personnel with duties as assigned, demonstrating flexibility and a team-oriented approachCoordinating and working with service alerts and partners on the connected support strategy and Expert ConnectFocusing on TNE enterprise service initiativesEnsures that Service department processes are followed and consistent throughout TNEIdentifies and drives innovative service process improvements and the required organizational changesPartner with the Aftermarket team on Service department inspection programsRegularly work and communicate with the JD Aftermarket-Service contactEngages in strategy sessions with Service Managers and the Service Team to ensure the team is forward-thinking, focused on the customer, and creating a team environment to ensure the achievement of goalsLeads daily through positive and professional working relationships with peers, management, and support resources, that deliver a constant commitment to teamwork and exemplary customer serviceAssists CDI trainers as needed for service, develops materials, and trains new hires on Service Management processes and proceduresWill monitor WIP for TNE enterprise, working with Service Managers to maintain healthy WIP metricsRepresents TNE service on the advisory board for the NDSCS JD Tech program as neededSupporting opening repair orders for any location service department as neededCoordinating and working with service alerts and partners on the connected support strategyYou will provide support on SVAP activities around the creation of job-priced packages for our True North Equipment customer baseAssists with SAR/RDA activities and supports future enhancements as neededYou will be a member of the Connected Support Center team that focuses on enterprise service initiatives and solutionsOversee all safety rules and regulations in performing work assignments in our Service DepartmentsOwner of Toolsguard for all service locations, working with new tool purchasing, tool inventory, training on usage, and future growthYou are required to have a valid driver's license for work-related travelTravel as required to different locations, training sessions, and customer sites to support business needs and service delivery excellenceEngage in strategy sessions, process improvement initiatives, and innovative service solutions development to drive operational efficiency and exceed customer expectationsWork on the mission and vision of Expert Connect with the service team and keep abreast of new features & upgradesMay work as a backup technical communicator as neededMay help CSMs with Filebound approvals as neededMust be able to work required hours Monday-Friday 8:00 am-5:00 pm winter season, 7:30-5:30 as needed during critical times of the season, and every other Saturday 7:30 am-12:00 pm in critical seasons as neededPreferably has service management experienceMust be able to travel 4-5 days per weekYou're awesome at:
Acting as a team player and ready to pitch in wherever neededGoing above & beyond for the call of dutyThriving under pressureDemonstrating strong organizational skillsRemaining cool & collected in the heat of the battleAlways being up to a challengeWhat we are looking for:
3+ years of experience in Service Department operationsAbility to adapt quickly to Deere and dealer-specific software systems (Service Delivery, EQUIP, WorkFlow, Service Admin Portal, DealerPath, and Expert Connect) and Microsoft Office programsYou must have a technical background or a great deal of understanding of the repair order process to be able to make decisions on proper job code usageMust be able to work independently and be self-motivatedTeam Player and can effectively collaborate with Service Managers and Technicians.Strong organizational and communication skills, ability to write and speak effectively to individuals and present training topicsStrong attention to detail with an analytical focusAbility to define and implement Service processesFamiliarity with the development of Service Programs and offerings tied to routine equipment maintenanceFamiliar with John Deere and competitive productsStrong understanding of financial principles relative to Service Department operationsAbility to analyze and interpret internal reportsMust be results-driven and be able to inspire othersExcellent customer service skillsAssociate or Bachelor's degree in Business, Management, or equivalent experienceTotal Rewards Package:
The opportunity to build a great career path, industry-leading benefits, a fun environment, and owners who work right alongside us each day!
Pay:
Depending on years of Service Operations experience.Insurance:
Health insurance with 100% single premium paid, 75% SPD or family premium paid; TNE covers 50% of all dental and vision premiums; 100% of short/long-term disability insurance, and life insurance.401K:
TNE offers 401K with company matching for qualified employees because who doesn't want to save for retirement?PTO:
Our generous PTO package is awarded to you on your
FIRST
day of employment. Take time off, we encourage it!Holidays:
We have 7 paid holidays and a few other special days for you to spend with your favorite people.Professional Development:
Continuous professional training and growth opportunities because we value your growth at TNE.Community Involvement:
Give back to your community with our paid time off for you to volunteer. You can also use this time for your doctors' appointments, too!Parental Leave:
If you're expecting or looking to start a family, we have paid parental leave because you have waited long enough for your bundle(s) of joy!AND SO MUCH MORE!All new hires must pass a pre-employment background check and drug screening, and based on the job requirements,you may also be subject to DOT drug and alcohol testing requirements
True North Equipment is an Affirmative Action and Equal Opportunity Employer. True North Equipment will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status concerning public assistance.
True North Equipment has been in business since 1949 and has 10 locations with over 200 employees. Our employees are the key to our success and have helped us get to where we are today, operating in two states across the Red River Valley. True to our Values...Driven by You!
It takes our entire team to make True North Equipment exceptional. We strongly desire individuals who are self-starters and hard workers, always willing to dive into a new challenge and who are eager to learn. We strive to provide you with limitless opportunities for growth and education that will challenge you. Most importantly, we want you to have fun working at TNE!
You'll focus on:
Providing an exceptional customer experience by delivering quality and timely service for our customersDevelop working relationships within our customer base to become their trusted partner in delivering their service and repair needsDevelops, communicates, and engages in effective True North Equipment Service Department processes to ensure internal and external customer satisfactionFocus on growth and profitable Service Department labor sales by building value in the marketplaceMaximizes the use of the True North Service Delivery system for both internal and external customersMay assist with SVAP, JDU training, and recruiting events as neededThrough strong collaboration with Service Managers, ensures invoicing of service repair orders is processed accurately and timely, eliminating roadblocks for smooth process executionOwning the enterprise process of TNE Job Codes/Codify partnershipMay develop and oversee the execution of a mobile service fleet strategy, enhancing on-site service capabilities and customer supportTrain new service department personnel to include Service Managers, Technicians, and CSA promoting a culture of excellence, continuous learning, and adaptabilityFill in for service personnel as needed, ensuring high levels of service continuity and customer satisfactionAssist managers and other aftermarket personnel with duties as assigned, demonstrating flexibility and a team-oriented approachCoordinating and working with service alerts and partners on the connected support strategy and Expert ConnectFocusing on TNE enterprise service initiativesEnsures that Service department processes are followed and consistent throughout TNEIdentifies and drives innovative service process improvements and the required organizational changesPartner with the Aftermarket team on Service department inspection programsRegularly work and communicate with the JD Aftermarket-Service contactEngages in strategy sessions with Service Managers and the Service Team to ensure the team is forward-thinking, focused on the customer, and creating a team environment to ensure the achievement of goalsLeads daily through positive and professional working relationships with peers, management, and support resources, that deliver a constant commitment to teamwork and exemplary customer serviceAssists CDI trainers as needed for service, develops materials, and trains new hires on Service Management processes and proceduresWill monitor WIP for TNE enterprise, working with Service Managers to maintain healthy WIP metricsRepresents TNE service on the advisory board for the NDSCS JD Tech program as neededSupporting opening repair orders for any location service department as neededCoordinating and working with service alerts and partners on the connected support strategyYou will provide support on SVAP activities around the creation of job-priced packages for our True North Equipment customer baseAssists with SAR/RDA activities and supports future enhancements as neededYou will be a member of the Connected Support Center team that focuses on enterprise service initiatives and solutionsOversee all safety rules and regulations in performing work assignments in our Service DepartmentsOwner of Toolsguard for all service locations, working with new tool purchasing, tool inventory, training on usage, and future growthYou are required to have a valid driver's license for work-related travelTravel as required to different locations, training sessions, and customer sites to support business needs and service delivery excellenceEngage in strategy sessions, process improvement initiatives, and innovative service solutions development to drive operational efficiency and exceed customer expectationsWork on the mission and vision of Expert Connect with the service team and keep abreast of new features & upgradesMay work as a backup technical communicator as neededMay help CSMs with Filebound approvals as neededMust be able to work required hours Monday-Friday 8:00 am-5:00 pm winter season, 7:30-5:30 as needed during critical times of the season, and every other Saturday 7:30 am-12:00 pm in critical seasons as neededPreferably has service management experienceMust be able to travel 4-5 days per weekYou're awesome at:
Acting as a team player and ready to pitch in wherever neededGoing above & beyond for the call of dutyThriving under pressureDemonstrating strong organizational skillsRemaining cool & collected in the heat of the battleAlways being up to a challengeWhat we are looking for:
3+ years of experience in Service Department operationsAbility to adapt quickly to Deere and dealer-specific software systems (Service Delivery, EQUIP, WorkFlow, Service Admin Portal, DealerPath, and Expert Connect) and Microsoft Office programsYou must have a technical background or a great deal of understanding of the repair order process to be able to make decisions on proper job code usageMust be able to work independently and be self-motivatedTeam Player and can effectively collaborate with Service Managers and Technicians.Strong organizational and communication skills, ability to write and speak effectively to individuals and present training topicsStrong attention to detail with an analytical focusAbility to define and implement Service processesFamiliarity with the development of Service Programs and offerings tied to routine equipment maintenanceFamiliar with John Deere and competitive productsStrong understanding of financial principles relative to Service Department operationsAbility to analyze and interpret internal reportsMust be results-driven and be able to inspire othersExcellent customer service skillsAssociate or Bachelor's degree in Business, Management, or equivalent experienceTotal Rewards Package:
The opportunity to build a great career path, industry-leading benefits, a fun environment, and owners who work right alongside us each day!
Pay:
Depending on years of Service Operations experience.Insurance:
Health insurance with 100% single premium paid, 75% SPD or family premium paid; TNE covers 50% of all dental and vision premiums; 100% of short/long-term disability insurance, and life insurance.401K:
TNE offers 401K with company matching for qualified employees because who doesn't want to save for retirement?PTO:
Our generous PTO package is awarded to you on your
FIRST
day of employment. Take time off, we encourage it!Holidays:
We have 7 paid holidays and a few other special days for you to spend with your favorite people.Professional Development:
Continuous professional training and growth opportunities because we value your growth at TNE.Community Involvement:
Give back to your community with our paid time off for you to volunteer. You can also use this time for your doctors' appointments, too!Parental Leave:
If you're expecting or looking to start a family, we have paid parental leave because you have waited long enough for your bundle(s) of joy!AND SO MUCH MORE!All new hires must pass a pre-employment background check and drug screening, and based on the job requirements,you may also be subject to DOT drug and alcohol testing requirements
True North Equipment is an Affirmative Action and Equal Opportunity Employer. True North Equipment will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status concerning public assistance.