Service Advisor

About the role

The Impact Center Service Advisor position at True North Equipment requires a dedicated individual to support accurate repair order processes, invoice repair orders, and assist with scheduling and customer communication across multiple locations. This role involves working closely with the Impact Center Operations Manager and Service Managers to streamline service operations and maintain efficient workflows.

Responsibilities

• Partner with the Impact Center Operations Manager and Service Managers to support accurate repair order processes
• Open and manage repair orders for multiple service departments as needed
• Invoice repair orders for the Impact Center while assisting Northwood and Mahnomen service operations as needed
• Efficiently utilize Service Delivery and other John Deere/True North Equipment systems to streamline the work order process from initiation to invoicing
• Support the enterprise Job Code/Expert Services process and assist with SVAP activity creation as needed
• Follow all John Deere partner guidelines, processes, and expectations
• May review and approve timesheets daily or bi-weekly for multiple locations
• Support effective Service Department processes to ensure internal and external customer satisfaction
• Provide scheduling support for technicians to minimize workflow gaps
• Contact customers regarding completed work, machine pickup, delivery, scheduling, and billing updates
• Maintain accurate customer machine inspection data and customer profiles
• Support internal and external customer inquiries while assisting the Operations Manager and Service Managers
• Maintain service department filing, records, and documentation
• Support outgoing trucking by ensuring units are cleaned, inspected, and marked complete prior to departure
• Partner with the centralized warranty team to ensure timely warranty submission and follow-up
• Absent from PTO coverage, assist with technician scheduling and workload management through Service Delivery or JDSO
• Review repair orders for completeness and accuracy to ensure timely billing and reduced WIP
• Assist with tracking maintenance and service scheduling for shop vehicles as needed
• Ensure warranty parts are processed within the required timelines
• Maintain organization of tools, tool rooms, and equipment at the Impact Center
• Support safety compliance efforts and complete safety-related tasks as directed
• Maintain positive and professional relationships with peers, leadership, and customers
• Demonstrate a commitment to continuous improvement and process enhancement
• Maintain reliable attendance and support seasonal business demands

Requirements

• Background in agricultural equipment dealership operations preferred
• Familiarity with John Deere and competitive products preferred
• 2+ years of customer service experience required
• Strong organizational and multitasking abilities
• Excellent verbal and written communication skills
• Strong attention to detail and problem-solving abilities
• Ability to thrive in a fast-paced environment
• Team-oriented mindset with willingness to support wherever needed
• General understanding of mechanical and technical terminology preferred
• Proficiency in Microsoft Office and standard computer applications
• High School Diploma or equivalent experience required
• Valid Driver’s License with a clean MVR and the ability to operate company vehicles
• Must have valid work authorization and be able to work in the U.S. without sponsorship

Qualifications

• Position is classified as safety-sensitive and subject to the company's drug testing policy
• Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM Overtime opportunities if interested, rotational Saturdays during peak season: 7:30 AM – 12:00 PM to help support other locations

Benefits

• Total Rewards Package including Competitive Pay, Industry-leading Benefits, and more!