Service Support Specialist - Grand Forks, United States - True North Equipment

Description

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 customers
• Develop working relationships within our customer base to become their trusted partner in delivering their service and repair needs
• Develops, communicates, and engages in effective True North Equipment Service Department processes to ensure internal and external customer satisfaction
• Focus on growth and profitable Service Department labor sales by building value in the marketplace
• Maximizes the use of the True North Service Delivery system for both internal and external customers
• May assist with SVAP, JDU training, and recruiting events as needed
• Through strong collaboration with Service Managers, ensures invoicing of service repair orders is processed accurately and timely, eliminating roadblocks for smooth process execution
• Owning the enterprise process of TNE Job Codes/Codify partnership
• May develop and oversee the execution of a mobile service fleet strategy, enhancing on-site service capabilities and customer support
• Train new service department personnel to include Service Managers, Technicians, and CSA promoting a culture of excellence, continuous learning, and adaptability
• Fill in for service personnel as needed, ensuring high levels of service continuity and customer satisfaction
• Assist managers and other aftermarket personnel with duties as assigned, demonstrating flexibility and a team-oriented approach
• Coordinating and working with service alerts and partners on the connected support strategy and Expert Connect
• Focusing on TNE enterprise service initiatives
• Ensures that Service department processes are followed and consistent throughout TNE
• Identifies and drives innovative service process improvements and the required organizational changes
• Partner with the Aftermarket team on Service department inspection programs
• Regularly work and communicate with the JD Aftermarket-Service contact
• Engages 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 goals
• Leads daily through positive and professional working relationships with peers, management, and support resources, that deliver a constant commitment to teamwork and exemplary customer service
• Assists CDI trainers as needed for service, develops materials, and trains new hires on Service Management processes and procedures
• Will monitor WIP for TNE enterprise, working with Service Managers to maintain healthy WIP metrics
• Represents TNE service on the advisory board for the NDSCS JD Tech program as needed
• Supporting opening repair orders for any location service department as needed
• Coordinating and working with service alerts and partners on the connected support strategy
• You will provide support on SVAP activities around the creation of job-priced packages for our True North Equipment customer base
• Assists with SAR/RDA activities and supports future enhancements as needed
• You will be a member of the Connected Support Center team that focuses on enterprise service initiatives and solutions
• Oversee all safety rules and regulations in performing work assignments in our Service Departments
• Owner of Toolsguard for all service locations, working with new tool purchasing, tool inventory, training on usage, and future growth
• You are required to have a valid driver's license for work-related travel
• Travel as required to different locations, training sessions, and customer sites to support business needs and service delivery excellence
• Engage in strategy sessions, process improvement initiatives, and innovative service solutions development to drive operational efficiency and exceed customer expectations
• Work on the mission and vision of Expert Connect with the service team and keep abreast of new features & upgrades
• May work as a backup technical communicator as needed
• May help CSMs with Filebound approvals as needed
• Must 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 needed
• Preferably has service management experience
• Must be able to travel 4-5 days per week

You're awesome at:

• Acting as a team player and ready to pitch in wherever needed
• Going above & beyond for the call of duty
• Thriving under pressure
• Demonstrating strong organizational skills
• Remaining cool & collected in the heat of the battle
• Always being up to a challenge

What we are looking for:

• 3+ years of experience in Service Department operations
• Ability to adapt quickly to Deere and dealer-specific software systems (Service Delivery, EQUIP, WorkFlow, Service Admin Portal, DealerPath, and Expert Connect) and Microsoft Office programs
• You 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 usage
• Must be able to work independently and be self-motivated
• Team 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 topics
• Strong attention to detail with an analytical focus
• Ability to define and implement Service processes
• Familiarity with the development of Service Programs and offerings tied to routine equipment maintenance
• Familiar with John Deere and competitive products
• Strong understanding of financial principles relative to Service Department operations
• Ability to analyze and interpret internal reports
• Must be results-driven and be able to inspire others
• Excellent customer service skills
• Associate or Bachelor's degree in Business, Management, or equivalent experience

Total 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 full-time hires must pass a pre-employment background check and drug/alcohol screening.

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.