Manager, Technical Service Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct the North American Technical Service Support Business teams.

• Manage staffing, performance development, individual growth, career planning, tools, applications, compliance, and process alignment.

• Educate, mentor, challenge, and nurture team members who support Lely Centers and North American Business Teams.

• Collaborate with Lely International technical support teams, North American business development functions, and distribution channel partners.

• Contribute to strategic decision-making as part of the LNA Service Support Management Team.

• Foster an engaged, cohesive, and high-performing team.

• Clearly communicate goals, priorities, expectations, and responsibilities that align with organizational objectives.

• Conduct regular one-on-ones, quarterly check-ins, performance discussions, feedback sessions, and development planning.

• Organize work, manage performance, eliminate obstacles, and hold team members accountable.

• Address performance issues, employee relations matters, and workplace conflicts.

• Encourage innovation, continuous improvement, open communication, and knowledge sharing.

• Advocate for organizational change and support the evolving needs of the business.

• Keep the Director of Service Support updated on team priorities, performance, progress, risks, and resource requirements.

• Develop and guide Technical Service Support, Business Support, and Service Management activities across LNA.

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

• Create and implement technical programs that promote service excellence across authorized Lely Centers.

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

• Assist in the growth of Lely’s Servitization and aftermarket business in North America.

• Analyze field intelligence and service data to uncover growth opportunities and distribution-development needs.

• Formulate and oversee policies, procedures, standards, and objectives that support the sale and service of Lely Products.

• Offer guidance on warranty administration, claim processing, policy enforcement, failure tracking, and reporting.

• Cultivate productive working relationships throughout LNA and provide cross-functional support.

⛳️ Requirements

• Bachelor’s degree in business management, engineering, agricultural technology, or a related field, or a comparable combination of education and relevant experience.

• At least ten years of progressively responsible experience in technical services, service management, technical support, or a related area is preferred.

• Previous experience in leading and developing team members is preferred.

• Advanced proficiency in PC networking, cloud-based systems, IoT and mobile solutions, Microsoft Office, and communication and collaboration platforms.

• Capability to lead, coach, motivate, and develop technical teams.

• Excellent relationship-building skills with the ability to collaborate across functions, regions, and cultures.

• Process-oriented mindset with the capability to establish structure, enhance ways of working, and implement sustainable solutions.

• Strong verbal, written, and presentation skills, including the ability to convey technical information to diverse audiences.

• Analytical and solution-focused approach to assessing complex technical issues, service data, and business opportunities.

• Ability to interpret and create technical documentation, procedures, manuals, and related service information.

• Skill in influencing others without relying solely on formal authority and in building alignment among internal and external stakeholders.

• Dedication to fostering 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 safeguards against discrimination and harassment.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.