Technicial Support Specialist Team Lead

Lely; Coleshill CP; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading agricultural technology firm is seeking a qualified individual to lead a team of TSS Specialists. This role focuses on the execution of TSS projects and the management of service support engineers. The ideal candidate will ensure continuous improvement in operations and have a strong emphasis on customer satisfaction. Responsibilities include overseeing training, managing team performance, and ensuring compliance with health and safety standards.

Responsibilities

• Reports operationally to Business Team Manager Proposition regarding the execution and opportunities/challenges of TSS.
• Leads a team of TSS Specialists working in a business team.
• Responsible for execution of TSS projects and activities by the TSS Specialists in their team.
• Implements and gives feedback on the ways of working.
• Works closely with the Lely Centers to support and improve their operation.
• Management and Organisation — Manages a team of service support engineers.

Job description

Responsibilities

• Reports operationally to Business Team Manager Proposition regarding the execution and opportunities/challenges of TSS.
• Leads a team of TSS Specialists working in a business team.
• Responsible for execution of TSS projects and activities by the TSS Specialists in their team, where they can act as a cooperative lead.
• Implements and give feedback on the ways of working.
• Works closely together with the Lely Centers in the Cluster to continuously support and improve their operation.
• Works closely with the other departments in the applicable business teams, in both Cluster and Lely International.
• Management and Organisation — Manages a team of service support engineers.
• Set goals for the TSS team in line with company goals and Business Team goals.
• Guides, motivates and coaches the team.
• Conducts monthly 1:1 to monitor performance and development.
• Conducts Mid Term and end of Year Reviews with the Team.
• Ensures appropriate and professional communication both internally (Cluster) and externally (Lely Centers) to enable feedback to support continuous improvement.
• To support critical situations with Lely Centers and their customers.
• Ensures all Health and Safety requirements are followed.
• Operational support — Professional execution and optimisation of the (second line) technical service with the team, with the goal to improve the customer satisfaction and reduce the total cost of ownership for our farmers. The second line support entails:
• Offers (24/7) second-line support
• Execution of technical audits
• Visits Lely Centers (Product specialists) & customers (together with the Lely Center), based on their expertise and needs from the Lely Center
• Incident handling (ensuring they are valid, complete and handled through the right process)
• Rolls out (mandatory) product updates and strives for 100% implementation at Lely Centers
• Projects — Responsible for organising TSS resources for a projects, if agreed upon with their Line Manager and Business Team (regarding BT project)
• Ensures validations of Lely solutions (NPI or continuous development) are done according to the Lely ways of working and feedback is frequently and professionally shared in the Business Team.
• Can be appointed as a Single Point of Contact (SPOC) within the cluster to develop and implement of the Way of Working of the TSS Competence
• Training — Secures the execution of trainings with their team, which entails:
• Preparing and giving training
• Managing and securing the (re)certifications process
• Ensures technicians keep up to date with the Lely training plans and context
• Respond proactively if there are signs that the knowledge level on a certain topic is causing challenges.
• Ensures that the Lely standard is met by securing the TSS ways of working at Lely Centers
• Advises, supports and assists in the development of the Lely Center on Business Team related TSS topics.
• Periodically informs Lely Centers about TSS related content of their Business Teams, for example via newsletters.
• Analyses and secures service quality of the Lely Centers in the cluster by using Service Management tools and systems.