Customer Solutions Manager

1 week ago

Grand Forks, North Dakota, United States True North Equipment Full time
About the Role

We are seeking a highly skilled and experienced Customer Solutions Manager to join our team at True North Equipment. As a key member of our leadership team, you will be responsible for driving the strategic development of our Customer Solutions Center, focusing on People, Processes, and Mission/Vision, while driving a culture of excellence in customer solutions.

Key Responsibilities
  • Develop and implement annual Solutions Center goals in alignment with the organization's Aftermarket, Precision Technology, Customer Service, and Training goals.
  • Work with TNE Leadership to develop a Solutions Center business and marketing plan, ensuring alignment with the organization's overall strategy.
  • Develop, implement, and schedule all Expert Connect processes and workflows, ensuring effective Solutions Center department processes to ensure internal and external customer satisfaction.
  • Develop and implement execution plans for Expert Alert completion, proactive Machine monitoring, and internal/external Customer Support in alignment with TNE goals.
  • Identify and improve operational customer service effectiveness of the Customer Solutions Center, mobile vehicles for centralized mobile service and pool cars, and other assets as necessary.
  • Manage the Customer Solutions team, including Aftermarket, IS, and Training centralized team members, ensuring effective leadership and development of team members.
  • Prepare and analyze department reports, using data to drive improvement, efficiency, and growth as needed.
  • Create and monitor annual connected support goals and budgets in alignment with the organization's financial and operational objectives.
  • Manage recruiting, staffing, and employee development activities for Solutions Center.
  • Ensure True North Equipment's reputation and image in the community is consistent with company Core Values.
  • Deliver the highest-level customer experience, ensuring customer satisfaction and loyalty.
  • Assist the TNE training team to meet JDU goals and internal TNE training objectives.
  • Complete performance reviews of customer solutions team members at least annually.
  • Participate in JDU EDUCATE Training programs required for the development of skills and knowledge.
  • Maintain a clean work area and perform work in a neat and orderly fashion.
  • Maintain knowledge of John Deere and competitive products.
  • Must be able to maintain reliable and prompt attendance, working M-F 8-5pm, and flex to 7:30-5:30 and occasional evenings/on-call during peak business seasons.
  • Foster a team culture based on Fun, Integrity, Value, Partnership, Trust, and Commitment.
  • Develop and oversee customer feedback mechanisms to continuously improve customer service, including surveys, feedback forms, and follow-up communication.
  • Lead initiatives to integrate new technologies and innovations into the Solutions Center to enhance customer support capabilities.
  • Collaborate with IT and other departments to ensure the Solutions Center's systems are fully optimized for seamless operation and customer interaction.
  • Coordinate cross-departmental training as needed to ensure all team members are knowledgeable about the latest John Deere products, services, and technologies.
  • Act as the escalation point for complex customer issues, ensuring they are resolved swiftly and satisfactorily.
  • Monitor industry trends and competitive landscape to adjust support strategies and ensure True North Equipment remains a leader in customer service.
  • Promote a culture of continuous improvement within the Customer Solutions Center, encouraging team members to suggest and implement process enhancements.
  • Ensure all Solutions Center processes comply with John Deere standards.
  • Always follow safety protocols and guidelines to prevent accidents and ensure a safe working environment.
  • Demonstrate 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.

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