Technical Service Support Feed and Manure

4 weeks ago

Birmingham, United Kingdom Lely Atlantic Ltd. (UK & IRL) Full time
Job Description

The Cluster TSS is part of the Cluster Customer Care team in the Atlantic Cluster. The Cluster supports, steers, grows and professionalises the Premium Distribution Channel by:


  • Coaching Lely Centers and Lely Center employees to a professional standard with regard to the franchise agreement
  • Strengthening the Lely Centers and helping them to become more successful.
  • Driving the adoption of robotics and New Product Introductions (NPI’s) from a national perspective and enhancing customer centricity to continue to maximise Lely’s national market share.
  • The TSS role reports to Cluster TSS Team Lead.
  • The Cluster Customer Aftercare team consists of , Technical Service Support (TSS), Farm Management Support (FMS), and ISF Service Management who, together, are responsible for the Lely product lifecycle.
  • The TSS role reports to the TSS Team Lead.
  • The TSS role interacts regularly with Technical Service Support in Lely International and with other LI departments as appropriate


Main Tasks

The TSS role supports and trains the Lely Center Technicians in the correct installation, service and maintenance of Lely products in the field and provides second-line technical support in order to achieve optimum customer satisfaction. This person ensures that these services meet the Lely standard and that they are in line with the Lely value proposition and the Lely Franchise Manual.


Training Support

  • Makes relevant technical expertise available to Lely Center Service Engineers
  • Monitors and teaches the Lely Center how to improve the service KPI
  • Ensures that Lely Center service engineers are trained in the correct installation of Lely products, their service and maintenance, and the remedying of any technical problems
  • Visits Lely Centres in the region on a frequent basis to conduct training courses and to coach and advise the Service Managers.
  • Offer second-line support and is accessible for 24/7 in the event of emergencies: visits farms regularly, together with Lely Center Service Engineers for fact finding, problem solving and the performance of farm audits.


NPI

  • Transforms validated information into relevant technical and sales material in coordination with Sales, Marketing and FMS.
  • Provides input for the Quality Function Deployment based on product, market and competition information.
  • Observes and validates updates and new products in order to make the translation to the market (farmer)


Distribution Development

  • Ensures that Lely Center engineers are qualified and certified
  • Manages Lely Center service


Stakeholder Management

  • Keeps Lely International informed with regard to frequently occurring technical failures and passes on suggestions from engineers and customers to Lely International (PD) for technical improvements to facilitate ongoing product development and improvement


Core Competencies

  • Good listener, trainer and communicator with strong interpersonal skills.
  • Self-motivated independent and disciplined individual with analytical skills.
  • Team worker able to maintain the team spirit over long distances.
  • Willing to travel to farms and Lely Center frequently and therefore able to operate flexibly for long hours.
  • Able to get along well and be open minded with a wide range of agricultural professionals.
  • Enthusiastic and multi-cultural professional, able to communicate through webinars.
  • Able to keep the overview but also pay attention to minute details.
  • Independently scheduling webinars and/or visits as needed.
  • Good IT and Microsoft office skills
  • Good organisational skills


We Offer

Competitive Salary/Car Allowance/26 days holiday + bank holiday, holiday increases with length of service to a maximum of 31 days per year/Company doubles employees’ pension contribution to a max 12%/Employee event days/Wellness and Wellbeing support/Free lunch every Wednesday


Contact information

Mobility Requirements (requirement for national/international travel)

  • Must hold clean, valid driving licence
  • Flexible and able to travel often
  • Must hold a valid passport

If you feel this is you, please email a copy of your CV to Wendy Brady, HR Specialist:


Our Organisation / The Department

Working for the Lely means working in an ambitious international family business with more than 30 facilities and customers in over 60 countries. We are the market leader in automated systems for dairy farmers worldwide and a pioneer of wind turbines on farms. Recognised and acknowledged as a leader in Dutch manufacturing. Apart from being a leader in our field, we also distinguish ourselves as a company with an informal atmosphere and a solid background in the agricultural sector. Our origins are in Maassluis (the Netherlands), where the company was founded in 1948. Even today, the Lely Campus is still established there. This is our head office and also a hub of innovation and creation. We are proud to have been confirmed as a Great Place To Work by the Great Place to Work UK®. A lot of hard work has been put in over the past couple of years to achieve an amazing culture and building a team who are dedicated in supporting our Lely Centers and Lely Center customers. Our unique combination of being a front-runner and a family business with a solid background in the agricultural sector is reflected in our core values: innovation, passion, progress, respect and honesty

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