Technical Service Support

JOB DESCRIPTION

Job Title

Technical Service Support Specialist (TSS)

Business Team Milking and Digital

Location

Field/Office based, travel in the field when required.This is Hybrid role, 3 days field/office, 2 days working from home.

Reports to

TSS Team Lead

Hours of Work

37.5 hours per week

Salary & Benefits

Competitive Salary/Car Allowance/26 days holiday + bank holiday, holiday increases with length of service/Company doubles employees’ pension contribution to a max 12%/Employee event days/Wellness and Wellbeing support/Free lunch in the office every Wednesday/Access to wellbeing area at main office.

Staff Responsibilities

No

Organisational Context

The Technical Service Support Specialist is part of Cluster Atlantic (UK and Ireland). Clusters are representing Lely on sales and service of chosen propositions in a specific region. Clusters collaborate with both local Lely Centers (Franchises) and Lely International located in Maassluis, The Netherlands (Head Office). Lely considers service to be an integral part of any proposition. Lely Atlantic support the Lely Centers as part of their Franchise fee to Lely International.

Lely International operates a Matrix organisational chart headed up by Business Leads (Manager Proposition) of the product ranges. They are the “what and the when” and the competencies Service Team are the “how and the who”.

The TSS Specialist

• Hierarchically reports to the TSS Team Lead
• Works in two Business Teams (Milking and Digital)
• Reports operationally within Business Team Milking and Digital
• Works closely with other TSS Specialist within the Business Team in both the Cluster Lely International (HQ)

Purpose of the Role:

The Lely Cluster TSS Specialist supports and trains the Lely Center Technicians in the installation, service and maintenance of Lely products in the field and provides (24/7) second-line technical support to achieve optimum customer satisfaction. They ensure that these services meet the Lely standard and the TSS Ways of Working.

Key Responsibilities

Role Description

• General
• Operates according to the TSS competence way of working to achieve the goals of the Business Team Milking and Digital
• Further development of the TSS competence and Business Team Milking and Digital in co-operation with Lely International (LINT) by giving feedback and identifying needs and opportunities through professional communication
• Is an example of safety and security by following Lely guidelines and code of conduct
• Co-operates with the Lely Centers at an operational level
• Operational Support
• Professional execution and optimisation of the (second line) technical service with the goal to improve customer satisfaction and reduce the total cost of ownership for our farmers. The second line support entails:

1. Offers 24/7 second line support

• Execution of technical audits
• Visits Lely Centers (Product Specialists) and 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.
• Training
• Ensures that the Lely Center Technicians are receiving the right knowledge and skill level on installation, preventative maintenance and corrective maintenance. It entails:
• Preparing and giving training and uses coaching as a means of follow up
• Managing and securing the (re)certification process
• Teaching a Technician on how to keep knowledge up to date within the Lely context
• Responds proactively if there are any signs that the knowledge level on a certain topic is causing challenges

• Projects
• Ensures validations of Lely solutions (New Product Introductions or continuous development) are done according to the Lely Ways of Working and feedback is frequently and professionally shared with the Business Team/
• Can be appointed as a Single Point of Contact (SPOC) within the Cluster to develop and implement the Ways of Working of the TSS Competence.

Skills and Experience

Please List

Technical knowledge: mechanical, electrical, automation and pneumatics

Customer orientated way of working

Effective Communication Skills

Good analytical problem-solving skills

Experienced at dealing with difficult situations calmly

Willingness to travel

Good Planning and Organisational Skills

Good coaching skills

Good presenting and training skills

Able to think commercially

Working knowledge of agricultural and or/machinery

Good at building relationships

Core Competencies

• Good influencing skills
• Good IT and Microsoft office skills
• Good co-ordination and organisational skills.
• Can do attitude.
• A high degree of integrity
• Ability to work on own
• Excellent dairy understanding

Mobility Requirements (requirement for national/international travel, overseas assignments)

Must hold clean, valid driving licence.

Flexible and able to travel often.

Must hold a valid passport

Additional Comments

This job description is not intended to be an exhaustive list of duties to be performed by the employee and may be altered to reflect the business needs of the company.