Customer Solutions Manager - True North Equipment : Job Details

The True North Equipment Customer Solutions Center is committed to delivering exceptional customer service by streamlining and optimizing solutions across Parts, Service, Precision Technologies, Training, and Sales. Our Customer Solutions Team is driven by Innovation, Teamwork, and a Dedication to excellence. Through continuous improvement and the integration of advanced technologies, we aim to enhance customer satisfaction while supporting True North Equipment?s mission to provide industry-leading service. We uphold our core values of Fun, Integrity, Value, Partnership, Trust, and Commitment in everything we do.?True North Equipment has been in business since 1949 and has 10 locations with over 230 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!?You?ll focus on:?Oversees the strategic development of the Customer Solutions Center, focusing on People, Processes, and Mission/Vision, while driving a culture of excellence in customer solutions.Creates annual Solutions Center goals in alignment with the organization?s Aftermarket, Precision Technology, Customer Service and Training goals.Works with TNE Leadership to include the Aftermarket Managers, Precision Technology Manager, and Marketing to develop a Solutions Center business and marketing plan.Develops, implements, and schedules all Expert Connect processes and workflows, communicates, executes, and monitors effective Solutions Center department processes to ensure internal and external customer satisfaction.Develops and implements execution plans for Expert Alert completion, proactive Machine monitoring, and internal/external Customer Support in alignment with TNE goals.Identifies and improves operational customer service effectiveness of the Customer Solutions Center, mobile vehicles for centralized mobile service and pool cars, and other assets as necessary.Manages the Customer Solutions team and may include Aftermarket, IS, and Training centralized team to include Centralized Warranty, Centralized Dispatching, Enterprise Mobile Service Manager, Parts Support Specialists, Technical Support Specialists, Precision Support Specialist, Training Manager, Parts Analyst, and other centralized support positions as we grow the Customer Solutions Center.Prepares and analyzes department reports; uses data to help drive improvement, efficiency, and growth as needed.Creates and monitors annual connected support goals and budgets in alignment with the organization?s financial and operational objectives as needed.Manages recruiting, staffing, and employee development activities for Solutions Center.Ensures True North Equipment?s reputation and image in the community is consistent with company Core Values.Responsible for delivering the highest-level customer experience.Assists the TNE training team to meet JDU goals, and internal TNE training objectives.Completes performance reviews of customer solutions team at least annually.Participates in JDU EDUCATE Training programs required for the development of skills and knowledge.Maintains a clean work area and performs work in a neat and orderly fashion.Maintains knowledge of John Deere and competitive products.Must be able to maintain reliable and prompt attendance; work M-F 8-5pm, and flex to 7:30-5:30 and occasional evenings/on-call during peak business seasons.Fosters a team culture based on Fun, Integrity, Value, Partnership, Trust, and Commitment.May develop and oversee customer feedback mechanisms to continuously improve customer service, including surveys, feedback forms, and follow-up communication.Leads initiatives to integrate new technologies and innovations into the Solutions Center to enhance customer support capabilities.Collaborates with IT and other departments to ensure the Solutions Center?s systems are fully optimized for seamless operation and customer interaction.Coordinates cross-departmental training as needed to ensure all team members are knowledgeable about the latest John Deere products, services, and technologies.Acts as the escalation point for complex customer issues, ensuring they are resolved swiftly and satisfactorily.Monitors industry trends and competitive landscape to adjust support strategies and ensures True North Equipment remains a leader in customer service.Promotes a culture of continuous improvement within the Customer Solutions Center, encouraging team members to suggest and implement process enhancements.Ensures all Solutions Center processes comply with John Deere standards.Always follows 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.Conduct self in the presence of customers and community to present a professional image of True North Equipment.Perform all other duties as assigned in a professional and efficient manner.?What we are looking for:3+ years ag industry experience required.3+ years customer service/center experience required.Ability to lead a team with minimal supervision, while thriving in a fast-paced environment.Experience using standard desktop load applications such as Microsoft Office and internet applications.Experience creating positive relationships with the community, customers, and personnel.Demonstrated business acumen developing, implementing, and measuring strategies and goals.Excellent communication skills, both verbal and written, with the ability to interact professionally with customers and colleagues.Someone who exhibits resourcefulness and can be highly organized.Innovation and solution oriented.An effective listener on all platforms of communication.Strong knowledge of John Deere products, services, and dealership operations.An associate?s degree or equivalent experience is required; a bachelor?s degree is preferred.Must have a valid MVR and be able to drive TNE owned vehicles for occasional business travel.Candidates must have a valid work authorization and be able to work in the U.S. without company sponsorship.?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!Salary: Annual compensation based on years of leadership experience managing teams of 5 or more people.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!?Please submit your application by clicking APPLY TO THIS POSITION below.