Service Manager - True North Equipment : Job Details

In this role, the Service Manager will be responsible for optimizing the scheduling, coordination, and time management of service technicians, ensuring that service jobs are completed accurately and on time. They will manage the start-to-end work order process, from initial customer inquiry to job completion/invoicing, ensuring that proper documentation and billing practices are followed.This position will also serve as the primary point of contact for customers, keeping them informed on service quotes, job status, scheduling, and final billing. Through clear and proactive communication, the Service Manager will ensure that customer needs are met while simultaneously supporting and balancing the needs of the service team. Additionally, they will collaborate with other departments to ensure smooth and efficient operations across the dealership. The Service Manager will be tasked with implementing best practices, monitoring departmental KPIs, and driving continuous improvement to enhance both customer satisfaction and service department performance.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!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 opportunities for growth and education that will challenge you. Most importantly, we want you to have fun working at TNE!You'll focus on:

• Provide strong leadership in overseeing the daily operations of the service department and managing service technicians
• Assign and schedule repairs and work assignments according to technician skills and knowledge
• Coach, mentor, and communicate job expectations to service department team members
• Oversee all aspects of hiring, performance management, and overall leadership for the entire Service Team
• Efficiently leverage Service Delivery and other John Deere/True North Equipment tools to manage and streamline the work order process from start to completion
• 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
• Follows and understands all our John Deere partner guidelines, processes and expectations
• Review and approve timesheets daily/bi-weekly
• Respond timely and follow up with employee issues and/or concerns
• Review and process all repair order for accuracy and completeness concerning parts, labor and OL&M
• Creates annual Service Department goals and budget, in alignment with the organization's financial and operational objectives
• Responsible to facilitating annual employee reviews, and monthly 1:1 meetings
• Partners with centralized warranty on the submission and follow-up of all warranty claims
• Supports True North Product Optimization initiatives
• Ensures the appropriate communications take place throughout the location by facilitating and participating in regular store and department meetings. Encourage an open-door policy, and proactively seek feedback from team members
• Foster an engaged work environment with the store location, encouraging accountability, open communication, teamwork, and a commitment to serving the customer
• Lead and manage all department activities related to ensuring the customer experience is exceptional and that the entire team is committed to solutions and long-term customer relationships
• Maintains a full-service delivery schedule for technicians and assigns jobs to employees in the Service Department according to their skills and knowledge
• Reviews work orders for completeness and accuracy and ensures timely customer billing
• Maintain minimal WIP (work in process) in the EQUIP business system
• Takes a proactive approach to recruiting, staffing and employee development activities for employees reporting to this position
• 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.
• Actively engage in True North Equipment-sponsored and John Deere University training opportunities to continuously develop and enhance your skill set
• Ensures a safe, clean, well-organized, and properly equipped (Tools, Equipment, Vehicles) Service Department
• 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:

• Previous Management/Leadership experience required
• Technical Diesel background preferred
• Background in the ag equipment dealer operations, and or trucking/automotive industry operations preferred
• 5+ years ag industry experience required
• 5+ years customer service experience required
• Ability to lead a team with minimal supervision, while thriving in a fast-paced environment
• Must be an out of the box creative thinker with excellent customer service skills
• Experience creating positive relationships with the community, customers, and personnel
• 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
• Associates degree or equivalent experience required; bachelor's degree preferred
• Ability to use standard computer applications such as Microsoft Office and internet functions and ability to learn programs specific to Service Department
• Familiar with John Deere and competitive products
• Basic understanding of financial principles relative to Service Department operations
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends during peak seasons
• Must have a clean MVR, and the ability to drive company owned vehicles
• Candidates must have a valid work authorization and be able to work in the U.S. without sponsorship
• This position is categorized as safety sensitive and is subject to the company drug testing policy
• Must be able to maintain reliable and prompt attendance; work M-F 8-5pm during our off season, and M-F 7:30-5:30, and every other Saturday 7:30-noon during our harvest seasons to include occasional evening on call as needed
• Reports directly to: Corporate Service Manager

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 $60,000-$85,000+ depending on years of service manager experience, plus bonus program, and company 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!

All new hires must pass a pre-employment background check and drug screening, and based on the job requirements,you may also be subject to DOT drug and alcohol testing requirementsTrue 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.