Lely Center Yeovil
Service Manager - Somerset UK
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🚜 Ready to lead a high-performing team and make a real difference for farmers every day? We’re looking for an ambitious and inspiring Lely Center Service Manager to take the lead in driving exceptional service, maximising product uptime and building a capable, engaged and accountable Service team. If you're passionate about people, technology, customer satisfaction and delivering results, this could be your next exciting opportunity!
Lely Center Yeovil Service Manager
The Lely Center Service Manager is responsible for the strategy and execution of all service activities, covering both technical service delivery and service management within the Lely Center. The role ensures the Service team is well-led, capable, engaged and accountable, while delivering strong customer satisfaction, product uptime, operational efficiency and service profitability.
Position in Organisation
The Lely Center is a part of Lely’s premium distribution channel and represents Lely to farmers with the aim of creating a profitable, enjoyable and sustainable future in farming. The Lely Center ensures the highest customer satisfaction and efficiency for farmers in compliance with Lely’s strategy and vision for the farm of the future.
Responsibilities Include:
- Growing the adoption and market share of Lely’s full product portfolio and services and increasing the use of robotics.
- Engaging customers in a long-term relationship with high-quality service and advice.
- Creating and developing a dedicated service team with the right knowledge and skills to become a professional and sustainable partner for farmers.
The Service Manager:
- Owns service performance, team effectiveness and commercial outcomes.
- Leads a team of Team Leads Service, Product Specialists, Service Technicians, Central Planner.
- Works closely with the Lely Center Manager, Aftermarket Manager, Sales Manager, Office Manager, Parts Manager, FMS and Marketing.
- Interacts regularly with the Service department of the Cluster and other relevant Cluster departments.
- Serves as a member of the Lely Center Management Team.
- Reports to the Aftermarket Manager.
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Competencies:
- Leadership and people management
- Customer centric mindset
- Stakeholder management skills
- Conflict management
- Good communication skills
- Analytical skills
- Change management
Requirements:
- Field Service Management
- Project Management
- General technical knowledge
- Data-driven approach
- Knowledge of financial reporting
- Experience with Field service Management tooling and ERP systems – E.g. Microsoft Business Central
Mandatory Training:
- Field Service Management tool(s) training
- Service Support Tool(s) training
- Service Management training
Customer Interaction & Satisfaction:
- Ensures that our customers are fully serviced in terms of advice, service and maintenance.
- Determines objectives and KPIs to achieve the best possible performance for the highest customer satisfaction.
- Monitors the results of customer satisfaction/NPS and the results of individuals related to service management, handles complaints, informs technicians about possible solutions and ensures follow-up.
- Focus on upgrades and cross-selling opportunities.
Service Strategy & Development:
- Creates and develops a profitable and efficient service organization, with responsibility for providing input and monitoring monthly Service financial reports and achieving targets.
- Based on the company’s vision of Service Management, the Service Manager translates this vision into strategy for the Lely Center Service team and their activities and actively builds, promotes and implements this strategy.
- Delivers input on the strategy of the Lely Center as part of the Management Team.
- Manages continuous improvement projects related to Service Management processes, systems, individual service technicians and the service model by analysing service data to optimize aftermarket results and profit.
Stakeholder Management:
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- Cooperates with the Lely Cluster for the successful introduction of NPIs.
- Promotes collaboration across departments of the Lely Center.
- Participates in discussions and working groups with decision makers related to the dairy sector within the assigned area, such as dairy processing companies, government organizations, breeding companies, feed industry businesses, banks, schools, veterinarians, advisors and journalists.
Management & Organisation:
- Manages the Lely Center Service team and guides, coaches, motivates and engages employees with the aim of achieving targets, employee retention, outcomes and within budgets.
- Proactively coaches the team to improve the uptime and performance of the product portfolio.
- Proactively uses data insights to coach the service team and continuously improve data quality
- Provides training to the service team, keeps track of Lely training and continuous development.
- Assures the installed base is well maintained and mandatory updates are installed accordingly and in a timely matter.
- Performs service-related warehouse management in conjunction with Parts-Manager
- Has responsibility for all HR matters related to the Service team: hiring, development, performance management, leave approval, expenses declarations and overtime.
- Manages Service Level Agreements according to the latest standards and secures margins related to their cost price of delivered services.
- Ensures all tasks are being carried out within company guidelines and policies as regards health, safety and environment, and initiates and gives follow-up to improve the safety of the technicians’ working environment.
Think you have what it takes to lead from the front and drive service excellence? Don’t miss this opportunity — apply today and take the next step in your career with Lely!
Contact: 01935 577024 or email astowell@fds.lelycenter.uk for further details and an application pack
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