Service support specialist

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
• Develops working relationships within our customer base to become their trusted partner to deliver 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 are 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’s 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 achievement of goals
• Leads daily through positive and professional working relationships with peers, management, and support resources, that delivers a constant commitment to teamwork and exemplary customer service
• Assists CDI trainers as needed for service, develop materials, 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
• 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 support on future enhancements as needed
• You will be a member of the Connected Support Center team that focuses on enterprise service initiatives and solutions
• 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 CSM’s with Filebound approvals as needed
• Must be able to work required hours Monday-Friday 8 : 00am-5 : 00pm winter season, 7 : 30-5 : 30 as needed in use season, and every other Saturday 7 : 30am-12 : 00pm 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

Last updated : 2024-03-22