Technical Service Support - East Region

Lely North America
Job Description
Oversees and participates in the overall service of the Lely Astronaut robotic milking systems: training, troubleshooting, and vendor recovery. Candidate must understand the dairy industry and equipment in order to communicate solutions with dealers and farmers. Interacts regularly and directly with service technicians, dealers, customers, etc., to ensure that the products operate properly. Meet customer expectations in the areas of quality and reliability.
DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
1. Provides technical support, assistance and information to the dealer technicians in the field in order to resolve technical problems and parts supply issues that may occur with the products (24/7). This will include a rotational phone support for the technical support for North America.
2. Technical Support will require a clear understanding of electronics and mechanical systems.  Electrical experience is required as well as an understanding how mechanical systems are controlled by embedded software systems.
3.  Provides service training programs to the Dealer organization. Supports the design and development of service training aids for use by the Dealer organization. Certification of service technicians.
4. Distributes technical material to dealers, such as technical bulletins, parts manual, repair manuals, etc.
5. Makes necessary field trips to gather information, properly diagnoses product problems, and provides technical solutions for problems in order to support the dealer network.
6. Communicates with spare parts department to notify of technical changes to parts and field complaints regarding spare parts. Suggests solutions to rectify spare parts issues.
7. Maintains an up-to-date technical “library” to provide a resource for product technical information.
8. Provides assistance for the Sales & Marketing department with product demonstrations and new product assembly/set-up. Participates and assists in sales meetings and trade shows as requested.
9. Travel requirements of 50-75% to customers and suppliers both domestic and internationally.
10. Customer “focus” is a key factor in TSS Support.
Bachelor's degree (B. A.) from four-year college or university; and two to four years related experience and/or training; or equivalent combination of education and experience. Extensive knowledge of Electronics, Computers, PC–networking and CAN-bus communication.
Ability to read, analyze, and interpret common and product specific technical information. Ability to respond to common inquiries or complaints from customers, service technicians, or dealers. Ability to write speeches and articles for training conform to prescribed style and format. Ability to effectively present information to service technicians, public groups, and/or boards of directors.
Ability to perform advanced PC functions. Experience with PC-networking, Word, PowerPoint, Excel, Access, Lotus Notes and the Internet.
Strong Customer focus; strong communication skills, both verbal and written; ability to make good decisions, ability to work efficiently as an individual and as part of a team. Must be able to organize and plan itinerary details to effectively and efficiently support the dealer network. Must show initiative and desire to learn new things and new processes; Always willing to take on a task as needed; must be pleasant; friendly, organized, efficient, and calm under pressure.

Lely North America is the world leader in automated dairy equipment and offers competitive compensation and excellent benefit package.  Post offer background screen, medical assessment and drug screen required.  Lely North America is an EOE and participant in E-Verify.
Contact Information
Other Postings