Director of Service Support

Apply Job Type Full-time Description JOB TITLE: Director of Service Support Competency: Customer and Service Excellence and Strategic Leadership Manager: President HR Responsibility: Technical Service Support (TSS), Farm Management Support (FMS), Milk Quality Specialists (MQS) and Manager Service Management FLSA Status: Exempt Summary: The Director of Service Support provides leadership to the Lely NA Service Support Management team (TSS, MQS, FMS teams and Service Management), provides strategic support, and aligns strategic ways of interactions with distribution channel partners and end user customers. As a key member of the NA senior leadership team, this role shapes and drives the end-to-end service vision, aligning closely with Lely International, business development, and channel partners to deliver scalable growth, operational excellence, and long-term customer value. This role operates at the intersection of customer experience, dealer capability, and operational performance, influencing outcomes across a distributed network and ensuring service is a key driver of brand differentiation and customer lifetime value. Essential Duties and Responsibilities · Ensure a high level of strategic leadership, support, and alignment of the Lely NA’s Service Support group. Actively guide, motivate, challenge, and coach team members in support of service planning, market launch activities, and overall achievement of KPI’s and targets. · Align and champion the “Competence” vision of Lely within Lely Center channel partners toward mutual growth and success targets. · Develop competences for all after-sale support activities for the Lely NA organization in alignment with Lely Center channel partners. Monitoring and steering the Lely Center activities on aligned Service KPIs. · Define, create, and lead the implementation and execution of innovative, customer centric strategies that deliver a consistent, trusted and value-add service experience for Lely customers with goal to achieve high levels of satisfaction and maximize customer “lifetime” value. · Collaborate with global Competence teams in support of strategies and initiatives delivering consistent experiences for all customers, Lely Center Dealers, and the Lely brand. · Act as a senior partner to dealer principals and service leaders, influencing investment, capability building, and performance outcomes. · Design and implement innovative service strategies and solutions, leveraging data, technology, and best practices to enhance service delivery and operational efficiency. · Collaborate across Sales, product, operations, and marketing leadership to align service capabilities with market needs and customer expectations. · Serve as the primary service leader across the dealer network, influencing behavior, aligning priorities, and driving adoption of best practices. Education and/or Experience Bachelor’s degree in agriculture or business management, engineering or related field. +15 years related experience and/or training; or equivalent combination of education and experience. Proven experience working within or leading dealer distributor, or indirect service models. Experience in setting and achieving sales and financial targets is required. Extensive experience in e-commerce and/or Servitization processes. MBA preferred. Key Skills and Abilities: · A professional, credible leader, able to develop and implement service visions. Operating at the highest level and leading the organization by example. · Inspires a OneLely team culture with attributes to bridge teams across Lely NA business segments. · Proven ability to define and execute customer centric service strategies that drive retention, loyalty, and lifetime value. · Ability to translate customer insights into enterprise level improvements and innovations. · Skilled at balancing accountability and partnership in a decentralized environment. · Strong track record of designing and implementing: o Service delivery models and frameworks. o Performance metrics (KPIs, SLAs, scorecards) o Continuous improvement initiatives · Experience scaling processes across multiple regions or locations while maintaining consistency. · Ability to lead, connect, develop, guide teams through change, and hold team members accountable to expected performance and behaviors. · Strong organizational skills and attention to detail and ability to compile, analyze, and communicate data. · Successful verbal and written communicator, adapting communication style to the audience in person or online, and effectively present information. · Solution driven mindset with the ability to influence, collaborate and have an approachable spirit. · Travel requirement consists of 30-40% annually domestic and/or international. 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 Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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. 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.