Key Responsibilities
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.
Lely Center development
* 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.
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Core Competencies
* Excellent communication skills
* Good influencing skills
* Good presentation 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 technical understanding
Mobile Requirements (requirement For National/international Travel)
* Must hold clean, valid driving license
* Flexible and able to travel often
* Must hold a valid passport
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.
Working for Lely
* Location - Home/Field Based – Must be able visit the office when required
* Reports to - Service Support Manager
* Hours hours per week
Benefits
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 provided in the office every Wednesday/
Organisational Context
The Cluster Team Lead TSS
* Reports hierarchically to the Service Support Manager
* 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.