Manager, Technical Service Support

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lely

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1948

🌾 Agriculture

🔧 Hardware

☁️ SaaS

Agriculture • Hardware • SaaS

Lely is an international family-owned agricultural technology company that designs and supplies automated solutions for dairy farming. Lely provides a range of products and services covering automatic milking (milking robots such as Astronaut and Astronaut Max, Dairy XL, Meteor), automatic feeding systems (Vector, Juno, Calm calf feeder), manure management robots (Discovery Collector, Discovery Scraper, Sphere), barn equipment (Grazeway, Luna, Cosmix, hoof baths, cow brushes, milk cooling tanks), farm management software (Horizon Hub) and related services including technical support, consumables and pre-owned equipment. The company focuses on cow welfare, farm efficiency and data-driven herd management across the full lifecycle from calf to adult, and operates Lely Centers worldwide to support farmers.

📋 Description

• Lead the North American Technical Service Support Business teams • Oversee staffing, performance development, individual growth, career planning, tools, applications, compliance, and process alignment • Educate, coach, challenge, and develop team members supporting Lely Centers and North American Business Teams • Collaborate with Lely International technical support teams, North America business development functions, and distribution channel partners • Contribute to strategic decision-making as a member of the LNA Service Support Management Team • Build an engaged, cohesive, and high-performing team • Communicate goals, priorities, expectations, and responsibilities aligned with organizational objectives • Lead regular one-on-ones, quarterly connections, performance discussions, feedback, and development planning • Plan work, manage performance, remove obstacles, and hold team members accountable • Address performance concerns, employee relations matters, and workplace conflicts • Promote innovation, continuous improvement, open communication, and knowledge sharing • Champion organizational change and support evolving business needs • Keep the Director of Service Support informed of team priorities, performance, progress, risks, and resource needs • Develop and direct Technical Service Support, Business Support, and Service Management activities across LNA • Align departmental priorities with company strategy and the Lely Center Dealer Development program • Develop and implement technical programs supporting service excellence across authorized Lely Centers • Coordinate Technical Service Support capabilities and competency development with global departments and divisions • Support growth of Lely’s Servitization and aftermarket business in North America • Analyze field intelligence and service data to identify growth opportunities and distribution-development needs • Develop and oversee policies, procedures, standards, and objectives supporting the sale and service of Lely Products • Provide guidance regarding warranty administration, claim processing, policy enforcement, failure tracking, and reporting • Build productive working relationships across LNA and provide cross-functional support

🎯 Requirements

• Bachelor’s degree in business management or engineering, agricultural technology, or a related field, or an equivalent combination of education and relevant experience • A minimum of ten years of progressively responsible experience in technical services, service management, technical support, or a related field is preferred • Prior experience leading and developing team members is preferred • Advanced proficiency with PC networking, cloud-based systems, IoT and mobile solutions, Microsoft Office, and communication and collaboration platforms • Ability to lead, coach, motivate, and develop technical teams • Strong relationship-building skills and ability to collaborate across functions, regions, and cultures • Process-oriented mindset with ability to establish structure, improve ways of working, and implement sustainable solutions • Strong verbal, written, and presentation skills, including communicating technical information to varied audiences • Analytical and solution-oriented approach to evaluating complex technical issues, service data, and business opportunities • Ability to interpret and develop technical documentation, procedures, manuals, and related service information • Ability to influence without relying solely on formal authority and build alignment among internal and external stakeholders • Commitment to creating a OneLely Culture through collaboration, knowledge sharing, continuous learning, and shared accountability

🏖️ Benefits

• Domestic and international travel of approximately 30-40% is required annually • Equal employment opportunities and protections against discrimination and harassment • Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions