Service Solutions Specialist in Grand Forks, ND at True North Equipment Co.

Date Posted: 11/5/2022

Job Snapshot

Job Description

Will enable us to continue to provide our customers with innovative service solutions while delivering an exceptional customer experience.  We do this by developing innovative and robust processes, coupled with solid execution to enable our service departments to operate with great efficiency and exceed our customers’ expectations.  The Service Solutions Specialist will collaborate with the broader organization to develop innovative and robust processes, establish, and define key performance metrics for the service organization, and collaborate with the respective Service Managers to ensure these processes are being well executed.

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: 

  • Ensures that consistent Service department processes are followed
  • Identifies and drives innovative service process improvements and organizational changes
  • Partner with the Aftermarket team on Service department inspection programs
  • Regularly work and communicate with the JD Aftermarket-Service dealer development team
  • Engages in strategy sessions with Corporate Service Manager, Service Managers and the Service Support Team to ensure forward thinking, customer focus and a team environment to ensure achievement of goals
  • Leads through positive and professional working relationships with peers, management, and support resources, and strives for a constant commitment to teamwork and exemplary customer service
  • Strong collaboration with Service Managers to ensure invoicing of service repair orders are processed accurately and timely, and assists in smooth process execution.
  • Ownership of Expert Alerts
  • Collaborate with TNE training specialist to develop material, and train new hires on Service Management processes and procedures
  • Will monitor WIP for TNE enterprise, working with Service Managers to maintain healthy WIP metrics
  • Support and assist in opening repair orders for any location service department as needed
  • Enterprise process owner of TNE Job Codes/Codify partnership
  • Coordinate and work with service alerts, and partners with the Innovation Specialist on the connected support strategy
  • Provide support around the creation of job priced packages for our True North customer base
  • May support SAR/RDA activities and work on future enhancements
  • May run monthly reports for Corporate Service Manager and TNE leadership as needed
  • May work with Toolsguard, and provide training to new employees
  • May work with (John Deere Financial) multi-use accounts to prequalify customer repair orders and work with customer credit limits
  • You will be a member of the True North Resource Center team that focuses on enterprise service initiatives and solutions for all TNE locations and customers
  • May assist and develop of the “Future” Enterprise Mobile Service fleet approach for True North Equipment
  • May train and grow the CDIP Program for TNE Service
  • May assist with NMQ training requirements

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 Microsoft Office programs
  • Technician experience preferred, a technical background or a great deal of understanding of the repair order process to be able to make decisions on proper job codes usage
  • Must be able to work independently and self-motivate
  • 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 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

Total Rewards Package:

The opportunity to build a great career path, industry leading benefits, a fun environment, and owners that work right alongside us each day!

  • Pay depending on years of 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 specials 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 with regard to public assistance.

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