Master
Manager Service Support (ENG)
Your role?
As Manager Service Support, you are responsible for shaping and executing the service strategy within your cluster. You lead a multidisciplinary team—consisting of Technical Service Support (TSS), Farm Management Support (FMS), and Service Management—whose core purpose is to support and elevate the performance of Lely Centers. Your role is both operational and strategic: you translate global service standards and propositions into practical execution at the local level, ensuring consistency while allowing for local adaptation.
What we expect from you?
You are a member of the Cluster Management Team, reporting to the Cluster Manager, and you collaborate closely with various internal stakeholders including proposition managers, the distribution channel development team, and Lely International’s Sales & Service Development team.
Your primary focus is to guide Lely Centers through the maturity model, helping them reach higher levels of service quality, efficiency, and customer engagement. You do this by aligning resources, tools, and processes, and by fostering a culture of continuous improvement.
With a clear annual plan and a set of cluster-wide KPIs, you ensure that service activities contribute to customer satisfaction, employee development, and business profitability.
You also take a leadership role in HR-related matters within your team, promoting a work environment that aligns with Lely’s behaviors and code of conduct.
Your key responsibilities include:
- Leading and developing the Service Support Team, ensuring they are equipped and motivated to support Lely Centers effectively,
- Translating global service strategies into cluster-specific plans that align with local needs and business goals,
- Implementing and monitoring service processes, tools, and performance metrics across the cluster,
- Supporting Lely Centers in achieving their next level of service maturity using development funds, coaching, and hands-on support,
- Ensuring service activities comply with Lely’s Franchise Agreements, the Global Manual, and the Lely Center playbook,
- Acting as a strategic partner to local Service Managers and Lely Center Managers, and supporting their continuous development.
You are a seasoned leader with a strong service mindset and proven track record in managing multidisciplinary teams.
You are strategic, structured, and skilled in change management and process development. With your background, you understand how to guide organizations through transformation while keeping people engaged and results in sight.
You bring:
- An academic qualification at Master's level or equivalent practical expertise.
- Strategic mindset with a focus on growth and operational excellence.
- Ability to create a customer-centric and inclusive team culture.
- Structured way of working,
- Good communication skills - Strong communication abilities and stakeholder management experience.
- Strong people management skills and the ability to coach and inspire teams,
- A pragmatic, respectful and hands-on attitude; you’re not afraid to step in, support the team, and get things done when needed.
- Planning, coordination, and decision-making capabilities,
- Experience in service environments and continuous improvement,
- Professional in English writing and speaking, additional languages are a plus,
- Experience in the agricultural or dairy sector is an advantage,
- Willingness to travel within the cluster,
What we offer?
Aside from a challenging opportunity, we also offer an international working environment with opportunities for own initiative and entrepreneurship. Beside that we have a fixed monthly salary, bonus opportunity, health insurance, Company car according to Lely policy and of course Coffee for free!
About Lely
At Lely, we believe in a sustainable, profitable, and enjoyable future for farming. Our mission is to make farmers’ work easier while ensuring animal welfare and improved productivity. Lely is an international family-owned business with its headquartered in Maassluis, the Netherlands. From our head office, we work closely with nine clusters, each responsible for a group of countries. These clusters oversee several countries within a specific region, facilitating the coordination and management of local activities.
In addition, we collaborate with over 200 franchise partners worldwide. These Lely Centers are responsible for the sales and service of our solutions.
We are looking for a Service Support Manager for our Lely Cluster NorthEast. Lely Cluster NorthEast provides support in 13 countries in North & East Europe, and have in total 22 Lely Center´s right now.
We have 2 Cluster office location which serves as offices and training facility for our Lely Centers. One location is in Denmark and the other is in Poland.
Home base for the Manager Service Support will be at our Cluster office in Bydgoszcz, Poland.
