Lely North American Inc. - Technical Service Support (TSS) Specialist, Digital Farming

Lely North American Inc. - Technical Service Support (TSS) Specialist, Digital Farming In order to use this site, it is necessary to enable JavaScript. Here are the instructions how to enable JavaScript in your web browser. All Jobs  >  Technical Service Support (TSS) Specialist, Digital Farming Lely North American Inc. Apply Technical Service Support (TSS) Specialist, Digital Farming Fully Remote • Remote Worker - N/A • Digital Services Type Full-time Description  JOB TITLE: Technical Service Support (TSS) Specialist, Digital Farming Competency: Technical Service Support (TSS) in the Digital Farming Business Team Manager: Lely North America TSS Team Leader – Digital Farming FLSA Status: Exempt Organizational context: This role is responsible for development and execution of Digital Farming technical services and support, ways of working, tooling/applications, compliance, training, and the alignment of processes in the Business Teams and Regions regarding Digital Farming technical services and support. Summary: The TSS Digital Farming Specialist will be responsible for supporting Lely Cluster and Lely Center employees on their daily challenges and assisting in the development of the Lely Center employees to ensure they become technical service experts able to deliver and process data in response to inquiries, issues, and needs for software, procedures, and services. The TSS Digital Farming Specialist will field and respond to Lely Cluster and Lely Center challenges and quality issues providing technical support, know-how, and troubleshooting processes to the Lely Clusters and Lely Centers and communicate accordingly with other Lely Global departments. Regular collaboration with the Digital Farming Business team, Lely Cluster and Center Personnel, and customers is expected to ensure Lely Products are properly installed, serviced, and operate at full capacity. This position requires travel up to 50% via plane or car (domestic and international).  Essential Duties and Responsibilities · Provide second-line technical support on questions, issues, and bugs related to digital products, such as Lely Horizon, including Farm IT guidance for Lely Centers.  · Investigate complex technical challenges by gathering technical information from the field, analyzing the root cause of common problems, and testing variables and scenarios · Conduct onsite and virtual audits to coach and support Lely Center service employees · Develop technical manuals, training materials, and documentation for Lely Center Specialists · Analyze Field Intelligence data and identify opportunities for technical improvements.  · Document issues, implement preventative measures, and review warranty / good will information · Provide Continuous on-the-job training and conduct onsite or remote training sessions · Participate in 24/7 Hotline phone support on a rotational schedule · Allocate approximately: o 75% of time toward second- and third-line technical support o 25% of time toward development of technical support skills for Lely Cluster and Lely Center employees Qualifications To perform this role successfully, an individual must be able to complete each essential duty effectively. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.    Education and/or Experience · Degree from a two or four-year college or university  · Minimum 3 years of proven experience in a technical support position · Experience with Microsoft SQL preferred · Experience with ITSM (IT Service Management) Processes preferred  Key Skills and Abilities: · Team player who inspires a team culture · Approachable, collaborative, and solutions-focused · Effective verbal and written communicator, ability to effectively communicate with people from other regions and cultures · Employ exceptional problem-solving skills, with the ability to see and solve issues before they affect business productivity · Ability to work in a fast-paced, multi-tasking environment independently · Ability to collaborate, effectively present information, respond to questions, and provide assistance when working with the public/customers, co-workers, supporting the Lely Centers, and with a wide range of dairy professionals · Skilled at reading, analyzing, and interpreting common and/or product-specific technical information · Strong organizational skills and attention to detail · Bilingual (English/French) preferred Computer Skills Advanced Proficiency: · PC-Networking · Microsoft Office Suite · Outlook · Presentation software · Communication and Collaboration platforms · SQL Who we are: Vision, Mission, and Core Values Our Vision: A sustainable, profitable, and enjoyable future in farming Our Mission: We create innovative solutions that help our customers excel in sustainable milk production to feed the world. Our Core Values: Lely has 5 core values. Values that guide us in how we behave in dealing with others. On the work floor among colleagues, interacting with our customers, at meetings with our business partners, when dealing with the press; independent of place and time we show our values through our actions. Innovation: We change traditions by continuously seeking new ideas for positive change  Passion: We love what we do and are passionate to support our customers Progress: We grow because our people are motivated to improve and move forward  Respect: Our focus is the well-being of people, animals, and the environment  Honesty: Being truthful and fair is essential in our way of working About Lely: Founded in 1948, Lely directs all its efforts towards creating a sustainable, profitable, and enjoyable future in farming. With the focus always on the cow, the company develops premium robotics and data systems that improve animal welfare, flexibility, and production on the dairy farm. For more than 25 years, Lely has been a market leader in the sale and service of automated milking systems to successive generations of dairy farmers across the globe. Lely inspires its employees every day to offer customers innovative solutions and be a reliable partner for long-term advice and support. With a head office in the Netherlands and a worldwide network of dedicated Lely Center locations for tailor-made sales and support, the Lely Group is active in more than 40 countries and employs around 2,400 people. Equal Opportunity Employer: Lely provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Apply View All Jobs Powered by Payroll & HR Software