Technical Support Specialist Team Lead Dairy Robotics
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Organisational Context
* Reports hierarchically to the Service Support Manager
* Reports operationally to the Business Team Manager – Proposition regarding the execution of TSS projects and opportunities/challenges.
* 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 gives feedback on the ways of working
* Works closely together with the Lely Centres 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.
Key Responsibilities
Management and Organisation
* Manages a team of service support engineers
* Sets goals for the TSS team in line with company and Business Team goals.
* Guides, motivates and coaches the team.
* Conducts monthly 1:1 sessions 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 Centres) to enable feedback to support continuous improvement.
* Provides support for critical situations with Lely Centres and their customers.
* Ensures all Health and Safety requirements are followed.
Operational Support
* Professional execution and optimisation of second-line technical service with the team, to improve customer satisfaction and reduce total cost of ownership for farmers.
* Offers (24/7) second-line support.
* Executes technical audits.
* Visits Lely Centres (Product specialists) and customers, based on expertise and needs.
* Handles incidents ensuring they are valid, complete and processed correctly.
* Rolls out mandatory product updates, striving for 100% implementation at Lely Centres.
Projects
* Responsible for organising TSS resources for projects, in agreement with the 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 the Way of Working of the TSS Competence.
Training
* Secures the execution of trainings with the team, which entails:
* Preparing and giving training.
* Managing and securing the (re)certification process.
* Ensures technicians keep up to date with the Lely training plans and context.
* Responds 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 Centres.
* Advises, supports and assists in the development of the Lely Centre on Business Team related TSS topics.
* Periodically informs Lely Centres about TSS-related content of their Business Teams, for example via newsletters.
* Analyses and secures service quality of the Lely Centres in the cluster using Service Management tools and systems.
Seniority level
Mid-Senior level
Employment type
Full‑time
Job function
Management
Industries
Farming and Dairy Product Manufacturing
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