Job Title: Sr. Manager, National Service Support
Department: Service & Technical Service Support
Supervisor: Director of After Sales Support
Location: Battleboro Facility – and Field
Pay Type: Salaried
8- Hour Shift, Monday – Friday
Position Summary
This position will be responsible for managing and supervising the in-house Technical Support team and the Field Service Team, providing technical support training to Dealer technicians and the dealer network, providing technical support for trade and farm shows or similar events, and trouble-shooting support for the LS technical support team. Provides primary support for recruitment of technical support personnel, both in-house and in the field. This position will be based in Battleboro, with frequent travel to the field. Position requires on-site office time (70%) and field travel (30%).
Position Duties and Responsibilities:
Manage Field Service Team. Manages Field Service Managers, establishes and manages execution of Field Service calls and processes to assure efficient and timely resolution of technical issues in the field. Provides technical support to field service team and dealers as needed. Works to build data base so that LSTA can provide quick look up Dealer Portal for quick help. Works with the Regional Directors and BM on issues that come into the call center that may escalate.
Manage In-House Service Support Team. Manages In-House Service Specialists, establishing and overseeing the execution of in-house service support processes to ensure efficient and timely resolution of technical issues. Provides technical support and guidance to the in-house team and collaborates with Field Service Managers as needed. Develops and delivers training for the in-house team and dealers, leveraging resources and expertise to enhance service capabilities and customer satisfaction. Develops and maintains a comprehensive database of technical solutions to support quick resolution of issues via the Dealer Portal. Coordinates with Field Service Managers on escalated issues to ensure prompt and effective resolution.
Dealer Technical Support Training. Coordinate National and Regional Training for the dealer network several times a year. Work with Field Service Managers to determine what dealers in the network that may require more 1 on 1 training with technicians and schedule time to visit those dealers. Visit new dealers coming on board to provide them training on how to use the services that LSTA has on the Dealer Portal to eliminate unneeded calls on how to register equipment, look up parts, manuals and filing warranty claims. Be a face to all dealers so they know they have a person they can reach out to when needed for questions and support.
Technical Support for Trade/Farm Shows. Provides technical support at Trade and Farm Shows. Assists with Product Training and Dealer Sales Training events.
Trouble Shooting Support for LS Technical Support Team:
Provide service support as needed to Field Service Managers by researching parts in plant and looking up technical data. Provide technical assistance in the plants as needed with service issues alongside the QA Team as needed and report service issues to QA Team as needed.
Recruitment and Selection of Service Personnel. Actively involved in the recruitment and selection of Field Service positions. Identifies talent in field and builds talent network for potential positions and opportunities with LS Tractor.
- Teamwork and Collaboration. Actively engages in production and team meetings, and provides timely feedback to team regarding work topics. Understands organizational mesh points and potential synergies. Integrates team efforts across work team. Understands available resources, and utilizes those resources when appropriate.
- Leadership. Acts with integrity. Treats others with dignity and respect. Models behavior that is consistent with LS Tractor USA values. Delivers on commitments and deadlines.
- Communication. Effectively communicates with team members. Demonstrates sound oral and written communication skills. Communicates effectively and professionally to both internal and external parties. Executes effective customer communication and relationship building techniques.
Minimum Requirements:
Education and Experience Required
- High School Diploma or equivalent.
- 7-10 years of experience in technical support, service, and repair of agricultural or construction equipment. 2 years of tractor/Agricultural equipment experience is highly preferred.
- Preferably has experience supervising technical employees or teams.
- Documented experience sourcing and utilizing technical information and documents used to direct service or repair activities.
- Prefer experience as a service manager working with Dealer service departments.
Skills, Knowledge and Abilities Required
- Strong mechanical aptitude.
- Requires strong verbal and written communication skills.
- The ability to read, comprehend and apply technical service material.
- Solid presentation skills.
- The ability to understand and operate electronic diagnostic equipment.
- Basic computer skills and the ability to use Microsoft Office software
- Effective communication skills, both verbal and written. Seven years’ experience in service and repair of agricultural or construction equipment.
LS Tractor offers a competitive compensation package that includes:
Competitive Base Pay and Bonus Pay
Health Insurance – coverage starts on day one, employee coverage paid 100% by LS Tractor, dependent coverage premium 50% paid by LS Tractor
After 90-days – Company paid
- Short-term Disability
- Long Term Disability
- Basic Life Insurance
After 90-days Optional Coverage
- Dental
- Vision
- Accident Insurance
- Optional Life Insurance
- Cancer Insurance
- Paid Vacation and Personal Days
- 11 Paid Holidays
- 401k with Company match after 1 year
