Technical Service Manager

Grain & Protein Technologies company; Illinois; Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401(k) Savings Plan with company match

Paid holidays and PTO

Job summary

Triton Environmental Consultants, Ltd. is seeking a Technical Service Manager for our Assumption, IL facility to lead the Technical Service team that supports GPT's dealer network in repairing, installing and maintaining Grain equipment.

The role emphasizes remote and field support, training, cross-functional collaboration and continuous improvement of service delivery. You will build a highly skilled, customer-centric team aligned with GPT's mission to help farmers and agribusiness managers

Qualifications

• 5+ years in technical service, field service, or mechanical/electrical support in agricultural/industrial equipment.
• Demonstrated leadership of technical teams.
• Strong communication, problem-solving, negotiation and conflict resolution skills.
• Experience using CRM/case management tools, Salesforce preferred.

Responsibilities

• Lead, coach and develop Technical Service Specialists for remote and field support.
• Set KPIs for responsiveness, accuracy, case quality and customer satisfaction.
• Develop cross-training and training materials for Grain equipment.
• Oversee documentation, knowledge sharing and case management in Salesforce.
• Act as liaison between Technical Service and Engineering, Quality, Manufacturing and Product Management.
• Drive service efficiency, analyze metrics and present improvements to leadership.

Skills

Leadership

Communication

Problem-solving

Negotiation

Customer-focused

Tools

Salesforce

CRM

Job description

The North America Grain team is seeking a Technical Service Manager for our Assumption, IL facility. The Manager of Technical Service leads the Technical Service team responsible for supporting the GPT dealer network in repairing, installing, maintaining, and operating Grain equipment. This leadership role ensures high-quality technical assistance through remote contact channels, structured training programs, strong cross-functional collaboration, and continuous improvement of service delivery. The Manager is accountable for building a highly skilled, customer-centric team that supports GPT's mission of helping farmers and agribusiness managers become more productive and profitable.

Your Impact

Team Leadership & Development

• Lead, coach, and develop Technical Service Specialists responsible for remote and field support activities.


• Establish performance expectations and KPIs centered on responsiveness, technical accuracy, case quality, and customer satisfaction.


• Create and execute cross-training programs to broaden team competency across Grain equipment


• Oversee the development of training materials, hands-on learning modules, and classroom instruction strategies.

Operational Excellence

• Manage day-to-day operations of the Technical Service contact center, ensuring proper utilization of Salesforce, Natterbox, and other support tools.


• Ensure consistent documentation, case accuracy, and knowledge sharing within Salesforce Case Management.


• Monitor service trends and elevate recurring product issues to Engineering, Manufacturing, Quality, and Warranty teams.


• Standardize troubleshooting practices across the service team

Dealer & Customer Support

• Oversee the delivery of high-quality technical assistance via phone, email, mobile support tools, and on-site visits.


• Build strong relationships with dealers to understand product challenges and improve service outcomes.


• Ensure the team supports dealers with accurate part identification, form/fit/function questions, system operations, and product recommendations.

Cross-Functional Collaboration

• Act as the primary liaison between Technical Service and key stakeholders-Engineering, Quality, Manufacturing, Warranty, and Product Management.


• Participate in product development reviews to advocate for serviceability, reliability, and ease of maintenance.


• Support the launch of new products by coordinating service readiness, documentation, and training programs.

Strategic Leadership

• Drive initiatives that improve service efficiency, customer satisfaction, and product reliability.


• Analyze service metrics, identify trends, and present improvements and recommendations to leadership.


• Uphold and advance GPT's culture, values, and mission of \"Feeding the World Better.\"

Your Experience and Qualifications

• 5+ years of experience in technical service, field service, or mechanical/electrical support roles, preferably in agricultural or industrial equipment.


• Demonstrated leadership experience managing technical teams.


• Strong communication, problem-solving, negotiation, and conflict resolution skills.


• Experience using CRM/case management tools- Salesforce preferred.

• Broad understanding of all GPT grain products a plus

Your Compensation and Benefits

Expected annual salary for this role will be $100,000 - $125,000 plus eligible for an annual bonus. This is dependent upon job related knowledge, experience, and skills.

Benefits will include the ability to elect health care and wellness plans, dental and vision plans, flexible and virtual work options (where available), 401(k) Savings Plan with company match, paid holidays, paid time off, health savings and flexible spending accounts, reimbursement for continuing education, life insurance, and other supplemental insurance plans.

Your Workplace and Travel

You will be working a hybrid role with four days per week (Monday - Thursday) in office (Fridays are flexible for in office or remote) based in Assumption, IL.