JOB TITLE: Manager Technical Service Support

Competency: Service Support

Manager: Director of Service Support

HR Responsibility: Technical Service Support (TSS) Business Teams

FLSA Status: Exempt

Organizational context: Responsible for leading the people, capabilities, and ways of working (Who and How) within North America Technical Service Support Business Teams. The role oversees staffing, performance development, individual growth, career planning, tools, applications, compliance, and process alignment in partnership with Human Resources and appropriate functional leaders. The position serves as a key liaison among Business Teams, Regional Service Specialists, Service Management, and relevant global functions. 

Summary: 

The Manager Technical Service Support (TSS Manager) leads the North American TSS Business teams, with responsibility for team performance, capability development, technical service support, and continuous improvement. This position educates, coaches, challenges, and develops team members who support Lely Centers and North American Business Teams. The role collaborates closely with Lely International technical support teams, North America business development functions, and distribution channel partners. As a member of LNA Service Support Management Team, the position contributes to strategic decision making and ensures a high level of satisfaction among Lely Centers and end users. Domestic and international travel of approximately 30-40% is required annually. 

Essential Duties and Responsibilities.

Leadership Responsibilities

· Build an engaged, cohesive, and high-performing team by fostering trust, collaboration, inclusion, knowledge sharing, and accountability. 

· Set clear direction by communicating goals, priorities, expectations, and responsibilities aligned with departmental and organizational objectives. 

· Lead, coach, and develop team members through regular one-on-ones, quarterly connections, performance discussions, meaningful feedback, and development planning. 

· Drive results by effectively planning work, managing performance, removing obstacles, and holding self and others accountable for commitments. 

· Recognize individual and team contributions while addressing performance concerns, employee relations matters, and workplace conflicts promptly, fairly, and constructively. 

· Foster curiosity, innovation, and continuous improvement by encouraging new ideas, thoughtful challenge, learning, and responsible risk-taking. 

· Promote open communication and knowledge sharing across teams, functions, and regions. 

· Champion organizational change and help team members understand, adapt to, and support evolving business needs. 

· Keep the Director of Service Support informed of team priorities, performance, progress, risks, and resource needs. 

· Model Lely’s values, culture commitments, and leadership behaviors through daily actions, decisions, and interactions.

· Create an environment where team members feel valued, respected, supported, and empowered to contribute their best work. 

Job specific responsibilities

· Partner with Director of Service Support to develop and direct Technical Service Support, Business Support, and Service Management activities across LNA. 

· Align departmental priorities and activities with company strategy and the Lely Center Dealer Development program.

· Develop and implement technical programs that strengthen service excellence across authorized Lely Centers.

· Coordinate Technical Service Support capabilities and competency development with relevant global departments and divisions. 

· Support the growth of Lely’s Servitization and aftermarket business in North America.

· Analyze field intelligence and service data in collaboration with Business Teams and Regional Development Managers 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 business teams with guidance and insight regarding warranty administration, including policies, claim processing, policy enforcement, failure tracking and reporting. 

· Build productive working relationships across LNA and provide cross functional support as needed. 

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

· 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.

Key Skills and Abilities:

· Credible and approachable leader who models accountability, integrity and Lely’s values. 

· Demonstrated ability to lead, coach, motivate, and develop technical teams.

· Strong relationship building skills with the ability to collaborate across functions, regions, and cultures.

· Process oriented mindset with the ability to establish structure, improve ways of working, and implement sustainable solutions.

· Strong verbal, written, and presentation skills, including the ability to communicate 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 to build alignment among internal and external stakeholders.

· Commitment to creating a OneLely Culture through collaboration, knowledge sharing, continuous learning, and shared accountability.

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

About Lely:

Founded in 1948, Lely directs all its efforts towards creating a sustainable, profitable, and enjoyable future in farming. With the focus always on the cow, the company develops premium robotics and data systems that improve animal welfare, flexibility, and production on the dairy farm. For more than 25 years, Lely has been a market leader in the sale and service of automated milking systems to successive generations of dairy farmers across the globe. Lely inspires its employees every day to offer customers innovative solutions and be a reliable partner for long-term advice and support. With a head office in the Netherlands and a worldwide network of dedicated Lely Center locations for tailor-made sales and support, the Lely Group is active in more than 40 countries and employs around 2,400 people.

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.