What are the responsibilities and job description for the Corporate Service Manager position at True North Equipment?
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! Join True North Equipment and make a significant impact by elevating our service operations to new heights!
You’ll Focus On
The opportunity to build a great career path, industry leading benefits, a fun environment, and owners that work right alongside us each day!
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 with regard to public assistance.
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! Join True North Equipment and make a significant impact by elevating our service operations to new heights!
You’ll Focus On
- Co-Leads Service Operations with the Corporate Service Team
- Develops and implements a growth plan for Service with the Service Leadership Team regarding territory coverage and growth to include a mobile service business plan that promotes customer satisfaction and company performance metrics, also to include the customer support center and its future growth plans
- Supports service training development plans
- Aligns with Corporate Parts Manager & VP of Aftermarket, by setting expectations and supporting the Aftermarket Business Plan for the organization
- Delivers oversight and guidance to the Service team to ensure industry leading levels of customer satisfaction
- Challenges and enables the Service team to create and act on annual goals and budgets that are in alignment with the organization’s financial and operational objectives
- Completes performance reviews of team quarterly and annually
- Participates in JDU EDUCATE training programs required
- Maintains knowledge of John Deere and competitive products
- Ensures that Service department processes are followed and John Deere expectations are met
- Engages in strategy sessions with Service Managers and Support Team to ensure the team is forward thinking, focused on the customer experience, and creating a team environment to ensure achievement of goals
- Fosters relationships with key customers and regularly performs customer visits
- Responsible for delivering the highest-level customer experience
- Focused strategy engagement on the future of Aftermarket and TNE capability
- Leads daily through positive and professional working relationships with peers, management, and support resources
- Remains committed to teamwork and exemplary customer service
- Ensures TNE’s reputation and image in the community is consistent with our Core Values when speaking at events, engaged with local institutions, and interacting with local businesses on behalf of True North Equipment
- Partners with VP of Aftermarket & peers to develop and implement employee compensation and incentive programs that are measurable, drive business performance and critical business metrics
- Partners with Human Resources on recruiting, staffing and employee development activities for employees reporting to this position (ex. Service Managers, Service Support, Technical communicator, Certified Service trainers, Centralized Warranty Administrator)
- Partners with the marketing manager to lead the creation and execution of the Aftermarket marketing plan
- Identifies and drives continuous service process improvements and the required organizational changes needed for TNE capacity
- Identifies new opportunities and develops actionable plans and programs to grow service sales
- Identifies and improves operational effectiveness of facilities, mobile vehicles, and other assets
- Proactively evaluates and develops department talent to advance the knowledge base, skill, and value of employees in delivering an exceptional customer experience
- Review Service growth plans and progress quarterly with designated TNE/John Deere Leadership
- Generate monthly and/or quarterly special offers for Service to include maintenance plans and programs
- Plan and co lead weekly service manager meetings
- Review employee turnover with designated TNE Leadership as needed
- Follow established company policies with respect to loaner units and rentals
- Develops and partners with the Aftermarket team on Service department inspection programs
- Regularly work and communicate with the John Deere territory contact(s) as needed
- 3 years of experience in Ag Service Department operations
- 5 years of leadership experience managing a team of 5 individuals
- 3 years customer service experience required
- Ability to lead a team with minimal supervision, while thriving in a fast-paced environment
- Ability to use standard desktop load applications such as Microsoft Office and internet-based functions
- Excellent communication skills, both verbal and written, with the ability to interact professionally with customers and colleagues
- Must exhibit resourcefulness and can be highly organized
- Must be solution oriented
- An effective listener on all platforms of communication
- Strong knowledge of John Deere products, services, and dealership operations
- Ability to write and speak effectively to individuals and groups
- Ability to lead, coach teams and hold people accountable
- Must be a team player and work well with others
- Ability to define and implement Service processes
- Ability to write and speak effectively to individuals, and present training topics
- Familiarity with development of Service Programs and offerings tied to routine equipment maintenance
- Analysis of compensation structures and incentive programs
- Ability to analyze and interpret internal reports
- Must be results driven and be able to inspire and engage others
- Experience creating positive relationships with the community, customers, and personnel
- Demonstrated business acumen developing, implementing, and measuring strategies and goals
- Leads initiatives to integrate new technologies and innovations into the Service Team
- Promotes a culture of continuous improvement, encouraging team members to suggest and implement process enhancements
- Ensures all Service processes comply with John Deere standards
- Always follow safety protocols and guidelines to prevent accidents and ensure a safe working environment
- Demonstrates a commitment to continuous improvement by actively seeking feedback and implementing best practices
- Maintain a positive and professional working relationship with peers, leadership, and support resources, with a constant commitment to teamwork and exemplary customer experience
- Fosters a team culture based on fun, integrity, value, partnership, trust, and commitment
- Conduct self in the presence of customers and the community to present a professional image of True North Equipment
- Associates or bachelor’s degree in business, Management, or equivalent experience required
- Valid driver’s license & ability to meet company insurance driving requirements
- Must be able to maintain reliable and prompt attendance
- Full-time, 45 hours per week to include evenings and weekends as needed seasonally
- Travel 3-5 days per week will be required/expected & attendance at Deere conferences as needed. (Examples…EXPO, JDUG, Precision Ag Business Meeting, Etc)
- Perform all other duties as assigned in a professional and efficient manner
- Must have a valid MVR and be able to drive TNE owned vehicles
- Candidates must have a valid work authorization and be able to work in the U.S. without company sponsorship
The opportunity to build a great career path, industry leading benefits, a fun environment, and owners that work right alongside us each day!
- Competitive Pay: Annual salary based on years of Service Manager operations experience, company vehicle and cell phone.
- 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!
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 with regard to public assistance.
