Over the past several months, Greg Terjesen has worked to improve the way the service department at R.W. Moore Equipment Co. runs.
The general service manager since January, Terjesen oversees nearly 60 employees in the John Deere dealership’s six locations throughout eastern North Carolina.
Most of the changes in how the service department operates have been subtle, but he said the impact on the customers is noticeable.
One of the more apparent changes when walking through the shop areas is the presence of machines from all different manufacturers. Terjesen said he instituted an “all makes, all models” policy at R.W. Moore so its customers are able to bring all of their machines to one location. The transition was eased by in-house trainer David Larkins, who helped bring the technicians up to speed on machines with which they were not familiar.
R.W. Moore also now offers on-call technicians through the weekend. Two service reps are manned with pagers each weekend. Customers are given the pager numbers to use should a machine go down outside of the normal business week. Prior to this service, Terjesen said a customer would have to work a little harder to track down a contact at the branch and get a technician out to the job site. The branches also have extended the part department hours on Saturdays to assist with issues that crop up on a weekend.
Terjesen has been promoting what he said was one of R.W. Moore’s “best-kept secrets.” The company employs parts runners, who help save time for field technicians. If a tech is on a job site and discovers he doesn’t have a part to complete the job, a runner will be sent out to the site, eliminating a lot of down time in the field.
A similar system has been implemented in the shops, too. Parts are delivered right to the service bays, so the technicians don’t have to spend time waiting for what they need at the parts counter.
Each branch has a service manager and the company as a whole employs five customer service associates and two global CSAs who focus on major accounts.
Terjesen, who is based in the Raleigh headquarters, said he understands the importance of a good service department, especially in a weak market. CEG Staff