Service Manager - Somerset UK

Lely Center Yeovil; Yeovil; On-site; GBP 60,000 - 85,000; Full time

Job summary

Lely Center Yeovil is seeking a Service Manager to lead the service strategy and execution, ensuring high uptime, strong customer satisfaction and profitable service operations. You will build and oversee a capable service team, manage performance, and collaborate with multiple managers to align with Lely's farm of the future vision.

The role emphasizes leadership, data-driven improvement, and delivering excellent service through a professional, sustainable team approach.

Qualifications

• Knowledge of financial reporting.
• Experience with Field service Management tooling and ERP systems, e.g. Microsoft Business Central.

Responsibilities

• Owns service performance, team effectiveness and commercial outcomes.
• Leads a team of Team Leads Service, Product Specialists, Service Technicians, Central Planner.
• Works closely with the Lely Center Manager, Aftermarket Manager, Sales Manager, Office Manager, Parts Manager, FMS and Marketing.
• Interacts with the Service department of the Cluster and other relevant Cluster departments.
• Promotes collaboration across departments within the Lely Center.
• Manages continuous improvement projects related to Service Management processes and data quality.

Skills

Financial reporting

Tools

Microsoft Business Central

Job description

Ready to lead a high-performing team and make a real difference for farmers every day?

We’re looking for an ambitious and inspiring Lely Center Service Manager to take the lead in driving exceptional service, maximising product uptime and building a capable, engaged and accountable Service team. If you're passionate about people, technology, customer satisfaction and delivering results, this could be your next exciting opportunity!

Lely Center Yeovil Service Manager

The Lely Center Service Manager is responsible for the strategy and execution of all service activities, covering both technical service delivery and service management within the Lely Center. The role ensures the Service team is well-led, capable, engaged and accountable, while delivering strong customer satisfaction, product uptime, operational efficiency and service profitability.

Position in organisation

The Lely Center is a part of Lely’s premium distribution channel and represents Lely to farmers with the aim of creating a profitable, enjoyable and sustainable future in farming. The Lely Center ensures the highest customer satisfaction and efficiency for farmers in compliance with Lely’s strategyand vision for the farm of the future.

Responsibilities include:

• Growing the adoption and market share ofLely’sfull product portfolioand services and increasing the use of robotics.
• Engaging customers in a long‑term relationship with high-quality service and advice.
• Creating and developing a dedicated service team with the right knowledge and skills to become a professional and sustainable partner for farmers.

The Service Manager:

• Owns service performance, team effectiveness and commercial outcomes.
• Leads a team of Team Leads Service, Product Specialists, Service Technicians, Central Planner.
• Works closely with the Lely Center Manager, Aftermarket Manager, Sales Manager, Office Manager, Parts Manager, FMS and Marketing.
• Interacts regularly with the Service department of the Cluster and other relevant Cluster departments.
• Serves as a member of the Lely Center Management Team.
• Reports to theAftermarket Manager.
• Leadership and people management
• Customer centric mindset
• Conflict management
• Analytical skills
• Change management

Requirements:

Knowledge of financial reporting

Experience with Field service Management tooling and ERP systems – E.g. Microsoft Business Central

Mandatory Training:

Field Service Management tool(s) training

• Ensures that our customers are fully serviced in terms of advice, service and maintenance.
• Determines objectives and KPIs to achieve the best possible performance for the highest customer satisfaction.
• Monitors the results of customer satisfaction/NPS and the results of individuals related to service management, handles complaints, informs technicians about possible solutions and ensures follow‑up.
• Focus on upgrades and cross‑selling opportunities.
• Creates and develops a profitable and efficient service organization, with responsibility for providing input and monitoring monthly Service financial reports and achieving targets.
• Based on the company’s vision of Service Management, the Service Manager translates this vision into strategy for the Lely Center Service team and their activities and actively builds, promotes and implements this strategy.
• Delivers input on the strategy of the Lely Center as part of the Management Team.
• Manages continuous improvement projects related to Service Management processes, systems, individual service technicians and the service model by analysing service data to optimise aftermarket results and profit.
• Cooperates with the Lely Cluster for the successful introduction of NPIs.
• Promotes collaboration across departments of the Lely Center.
• Participates in discussions and working groups with decision makers related to the dairy sector within the assigned area, such as dairy processing companies, government organizations, breeding companies, feed industry businesses, banks, schools, veterinarians, advisors and journalists.

Management & Organisation:

• Manages the Lely Center Service team and guides, coaches, motivates and engages employees with the aim of achieving targets, employee retention, outcomes and within budgets.
• Proactively coaches the team to improve the uptime and performance of the product portfolio.
• Proactively uses data insights to coach the service team and continuously improve data quality
• Provides training to the service team, keeps track of Lely training and continuous development.
• Assures the installed base is well maintained and mandatory updates are installed accordingly and in a timely matter.
• Performs service‑related warehouse management in conjunction with Parts‑Manager
• Has responsibility for all HR matters related to the Service team: hiring, development, performance management, leave approval, expenses declarations and overtime.
• Manages Service Level Agreements according to the latest standards and secure margins related to their cost price of delivered services.
• Ensures all tasks are being carried out within company guidelines and policies as regards health, safety and environment, and initiates and gauges follow‑up to improve the safety of the technicians’ working environment.