Vacancies overview

Technical Service Support Specialist (TSS) Business Team Milking and Digital

Home/Field Based – Must be able visit the office when required - Birmingham, West MidlandsFulltime

Key Responsibilities

➢ General 

• Operates according to the TSS competence way of working to achieve the 
goals of the Business Team Milking and Digital
• Further development of the TSS competence and Business Team Milking 
and Digital in co-operation with Lely International (LINT) by giving feedback 
and identifying needs and opportunities through professional 
communication
• Is an example of safety and security by following Lely guidelines and code 
of conduct
• Co-operates with the Lely Centers at an operational level

➢ Operational Support 

• Professional execution and optimisation of the (second line) technical 
service with the goal to improve customer satisfaction and reduce the total 
cost of ownership for our farmers. The second line support entails:
Offers 24/7 second line support
        o Execution of technical audits
        o Visits Lely Centers (Product Specialists) and customers (together 
with the Lely Center) based on their expertise and needs from the 
Lely Center
       o Incident handling (ensuring they are valid, complete and handled 
through the right process)
• Rolls out mandatory product updates and strives for 100% implementation 
at Lely Centers.

➢ Training 

• Ensures that the Lely Center Technicians are receiving the right knowledge 
and skill level on installation, preventative maintenance and corrective 
maintenance. It entails:
         o Preparing and giving training and uses coaching as a means of follow up
         o Managing and securing the (re)certification process
         o Teaching a Technician on how to keep knowledge up to date within the Lely context
         o Responds proactively if there are any signs that the knowledge level 
on a certain topic is causing challenges


➢ Projects 

• Ensures validations of Lely solutions (New Product Introductions or 
continuous development) are done according to the Lely Ways of Working 
and feedback is frequently and professionally shared with the Business 
Team/
• Can be appointed as a Single Point of Contact (SPOC) within the Cluster to 
develop and implement the Ways of Working of the TSS Competence.

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Skills and Experience

  • Technical knowledge: mechanical, electrical, automation and pneumatics
  • Customer orientated way of working
  • Effective Communication Skills
  • Good analytical problem-solving skills
  • Experienced at dealing with difficult situations calmly
  • Willingness to travel
  • Good Planning and Organisational Skills
  • Good coaching skills
  • Good presenting and training skills
  • Able to think commercially
  • Working knowledge of agricultural and or/machinery
  • Good at building relationships

Core Competencies

➢ Good influencing skills
➢ Good IT and Microsoft office skills
➢ Good co-ordination and organisational skills.
➢ Can do attitude.
➢ A high degree of integrity
➢ Ability to work on own
➢ Excellent dairy understanding

Mobile Requirements (requirement for national/international travel)

  • Must hold clean, valid driving license
  • Flexible and able to travel often
  • Must hold a valid passport 

This job description is not intended to be an exhaustive list of duties to be performed by the employee and may be altered to reflect the business needs of the company.  

Working for Lely

  • Location - Home/Field Based – Must be able visit the office when required  
  • Reports to - Service Support Manager
  • Hours - 37.5 hours per week  

Benefits

Competitive Salary/Car Allowance/26 days holiday + bank holiday, holiday increases with length of service to a maximum of 31 days per year/Company doubles employees’ pension contribution to a max 12%/Employee event days/Wellness and Wellbeing support/Free lunch provided in the office every Wednesday/  

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Organisational Context 

The Cluster Team Lead TSSThe Technical Service Support Specialist is part of Cluster Atlantic (UK and Ireland). 
Clusters are representing Lely on sales and service of chosen propositions in a specific region. Clusters collaborate with both local Lely Centers (Franchises) and Lely International located in Maassluis, The Netherlands (Head Office). Lely considers service 
to be an integral part of any proposition. Lely Atlantic support the Lely Centers as part of their Franchise fee to Lely International.
Lely International operates a Matrix organisational chart headed up by Business Leads (Manager Proposition) of the product ranges. They are the “what and the when” and the competencies Service Team are the “how and the who”.

The TSS Specialist

• Hierarchically reports to the TSS Team Lead
• Works in two Business Teams (Milking and Digital)
• Reports operationally within Business Team Milking and Digital
• Works closely with other TSS Specialist within the Business Team in both the 
Cluster Lely International (HQ)

Purpose of the Role: 
The Lely Cluster TSS Specialist supports and trains the Lely Center Technicians in the installation, service and maintenance of Lely products in the field and provides (24/7) second-line technical support to achieve optimum customer satisfaction. They ensure that these services meet the Lely standard and the TSS Ways of Working.