Technical Service Area Manager

Eastern or Western USA
Publication date
Nov. 16, 2021, 6:58 p.m.

Summary:

The TSS (Technical Service Support) TSAM (Technical Service Area Manager) is responsible for coaching the Lely Center (LC) dealer service departments to become a profitable technical solutions provider able to assure the improvement of the financial well-being of Lely customers by providing service optimization guidelines and tools to LC’s.  This position requires a thorough understanding of the dairy/agricultural dealer equipment channels to be able to effectively communicate service solutions to LC’s.  The TSS TSAM regularly and directly works in collaboration with Lely Center managers, service technicians, regional representatives, and customers to ensure the LCs provide profitable services to customers. This position requires travel approximately 30-40% of the year domestically and/or internationally via car or plane. Preferred location- Eastern or Western USA.

 

Main Tasks

Essential Duties and Responsibilities:

  • Structured coaching visits to Lely Centers to develop the service departments of the LC.
  • Collaborate with regional Lely LC Development, Care, and Solutions teams to evaluate and elevate the overall technical performance of LCs to become Profitable Technical Solution Providers
  • Lead the process of coaching and career development of the LC employees to become technical service experts in collaboration with Lely NA TSS Specialists and Product Managers
  • Develop a solid and trusting relationship between Lely Center dealerships and Lely North America.
  • Implement Servitization and Service Optimization processes in LCs
  • Implement Service modules and tools in LCs
  • Maintain and promote the certification of LC technicians
  • Evaluate and coach LC service employees, onsite and online, and provide appropriate feedback.
  • Review warranty/goodwill information and handle LC complaints and quality issues
  • Communicate LC issues to other Lely departments, as needed.
  • Provide technical support, training, know-how, and troubleshooting processes to LCs
  • Ensure products are operated, installed, and serviced properly  by the LC
  • Assist other LNA departments with training to LCs
  • Analyze Field Intelligence data and find opportunities for technical improvements
  • Hotline phone support on a rotational schedule

 

Qualifications:

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.

 

Education and/or Experience:

Bachelor's Degree from four-year college or university and five to 10 years of related experience and/or training; or equivalent combination of education and experience.  Extensive knowledge of electronics, computers, PC-networking.
 

Key Skills and Abilities:

  • Credible leader and coach, operating on a high level and leading by example.
  • Passion for dairy farms and experience with dairy solutions and circumstances.
  • Effective verbal and written communicator, adapting communication style to the audience.
  • Skilled at being focus-oriented in planning, prioritization, and time management to support the Lely Center network.
  • Trusted advisor ensuring excellent customer support, satisfaction, and responsiveness.
  • Ability to collaborate, effectively present information, respond to questions, and provide assistance when working with the public/customers, co-workers, supporting the Lely Centers, and with a wide range of dairy professionals.
  • Team player with solid people skills who can be a strong motivator and coach to the Lely Center employees and NA staff.
  • Skilled at reading, analyzing, and interpreting common and/or product-specific technical information.

 

Our Organisation / The Department

Who we are: Vision, Mission, and Core Values:

Our Vision:  A sustainable, profitable, and enjoyable future in farming

Our Mission: We create innovative solutions that help our customers excel in sustainable milk production to feed the world.

Our Core Values: Lely has 5 core values.  Values that guide us in how we behave in dealing with others.  On the work floor among colleagues, interacting with our customers, at meetings with our business partners, when dealing with the press; independent of place and time we show our values through our actions.

            Innovation: We change traditions by continuously seeking new ideas for positive change

            Passion: We love what we do and are passionate to support our customers

            Progress: We grow because our people are motivated to improve and move forward

            Respect: Our focus is the well-being of people, animals, and the environment

            Honesty: Being truthful and fair is essential in our way of working

 

Equal Opportunity Employer:

Lely provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

 

If you are interested in this position, please click HERE and search for Technical Service Area Manager.  

 

 

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