Service Performance Specialist

Job Details: Job Location: Field Support Center - Pacific Junction, IA, Salary Range: Undisclosed, Job Category: Service, Who We Are:

AgriVision Equipment Group and PrairieLand Partners (AVE-PLP, LLC) is a joint venture between two of the top John Deere Dealerships in the United States. By joining forces, we continue to lead the charge in technology, innovation, and best-in-class service and support for our respective customers.  Our purpose is to lead agriculture in rural America.

We credit our success to our knowledgeable, competitive, hardworking, and passionate employees that strive for excellence in everything they do.  We live out our Guiding Principles of Integrity, Servant Leadership, Courageous Innovation, and Performance.

With over 100 years of experience in the agricultural industry we have a rich heritage, growth mindset, and entrepreneurial spirit. Today, we have a strong presence in numerous locations with our support spanning through western Iowa, eastern Nebraska, central and eastern Kansas, and northwest Missouri.

We are seeking driven, highly motivated, collaborative, and intellectually curious professionals who want to be part of cultivating the highest impact culture in the agriculture equipment industry. Previous experience and knowledge of large ag equipment or commercial/turf equipment is welcomed but not required. We can train with the right individual who is willing to work hard and make customers their #1 priority.

Look Forward. Adapt Often. Lead Always.

General Purpose: 

The Service Performance Specialist is responsible for assisting with training and development needs in order for the Service Department to serve customers more efficiently. The Service Performance Specialist reports to the Service Operations Manager.

Essential Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Service Manager Development & Coaching

Coach and develop Service Managers on effective technician leadership, communication, accountability, and performance management.
Coach Service Manager on Service Technician recruiting and hiring best practices.
Partner with Service Managers to identify technician performance opportunities and develop appropriate coaching and development plans.
Help Service Managers establish consistent expectations for technician productivity, efficiency, quality, safety, customer service, and work habits.
Follow up with Service Managers on agreed-upon actions and progress to ensure accountability and sustained improvement.
Identify Service Managers who need additional leadership development and recommend appropriate resources, training, or support.

Technician Performance & Development Support

Ensure consistent processes and procedures are being followed and identify opportunities for improvement to ensure technician efficiency to provide best-in-class service to our customers.
Identify, communicate, and execute continuous process improvements in Service Departments to ensure internal and external customer satisfaction.
Serve as subject matter expert on service processes, procedures, and expectations.
Partner with Service Managers to review technician performance metrics and identify trends, barriers, and development opportunities.
Help Service Managers translate performance data into meaningful coaching conversations and actionable improvement plans.
Assist Service Managers in identifying technician strengths, skill gaps, training needs, and opportunities for career development.
Provide guidance on developing technicians at different skill levels and creating individualized development plans.

Operational Performance

Review service department performance with the Service Manager and identify opportunities to improve technician productivity, labor performance, WIP, workflow, and customer service.
Help Service Managers understand the "why" behind key performance metrics and use them to lead their teams.
Coach Service Managers on establishing daily, weekly, and monthly performance routines with their technicians.
Help Service Managers create action plans when performance falls below expectations and provide follow-up coaching on execution.
Performs other duties as required and necessary to ensure the success of AVE-PLP.

Supervisory duties:

None.
Qualifications: Knowledge, Skills, and Abilities:

Ability to consistently promote, support, work, and act in a manner in support of AVE-PLP, LLC. 
Passion for developing high performing teams.
4+ years of experience performing service repairs; demonstrated experience consistently meeting performance metrics preferred.
Experience with the mechanical, electrical, and hydraulic systems used in off road, construction, lawn, or heavy equipment.
Experience operating vehicles, tools, and equipment for training purposes.
Experience with basic computer functions; experience using Service Center or other computer based diagnostic repair tools preferred .
Experience working cooperatively in a team environment.
Experience communicating effectively verbally and in writing.

Education:

Associates degree is required.
Bachelors degree is preferred.

Experience:

One or more years of experience in Service and Parts department operations is preferred.
An equivalent combination of education and experience may be substituted on a year for year basis.

Additional Requirements/Licenses/Certifications:

Must have reliable transportation.
Must have a valid drivers license.
Passing a driving record (MVR), criminal history background checks, employment verification, and drug screen will be required prior to the start of employment.

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally performed in a professional office environment.
Personal Protective Equipment (PPE) as required by the work location.
Occasional exposure to risk of electrical shock.
Occasional exposure to moving mechanical parts; fumes or airborne particles and vibration.
The noise level in the work environment is usually moderate.
Work may involve long hours and overtime during holidays, weekends, and evenings.

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is largely a sedentary role; however, some filing is required; it would require the ability to reach for and lift files, open filing cabinets and bend or stand on a stool, as necessary.
Ability to stand, sit, walk, walk on unpaved terrain, talk, reach with arms and hands, have good manual dexterity, use hands and fingers to operate a computer and telephone keyboard, handle or feel, hear alarms/telephones/normal speaking voice.
While performing the duties of this job, the employee is regularly required to talk or hear.
Moderate physical activity required by moving and positioning objects up to 50 pounds occasionally and/or up to 20 pounds frequently.
Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

AgriVision Equipment Group and PrairieLand Partners (AVE-PLP, LLC) is an Equal Opportunity Employer and does not discriminate against any person in any condition of employment based on race, color, creed, national origin, age, religion, disability, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, or veteran status.