Technical Service Manager

Grain & Protein Technologies•Assumption, IL

11d•Hybrid

About The Position

The Technical Service Manager leads the Technical Service team supporting the GPT dealer network in repairing, installing, maintaining, and operating Grain equipment. The role ensures high-quality technical assistance through remote support, structured training, cross-functional collaboration, and ongoing improvements to service delivery. The manager builds a skilled, customer-centric team that supports farmers and agribusiness managers in becoming more productive and profitable. The position oversees team leadership and development, daily contact-center operations, dealer and customer support, collaboration with internal stakeholders, and strategic service initiatives. It is based in Assumption, Illinois, and follows a hybrid schedule: four days per week in the office Monday through Thursday, with Fridays flexible for in-office or remote work.

Requirements

At least 5 years of experience in technical service, field service, or mechanical/electrical support roles.
Demonstrated experience managing technical teams.
Strong communication, problem-solving, negotiation, and conflict resolution skills.
Experience using CRM or case management tools.

Nice To Haves

Experience in agricultural or industrial equipment.
Salesforce experience.
Broad understanding of all GPT grain products.

Responsibilities

Lead, coach, and develop Technical Service Specialists providing remote and field support.
Set performance expectations and KPIs for responsiveness, technical accuracy, case quality, and customer satisfaction.
Develop and execute cross-training programs covering Grain equipment.
Oversee training materials, hands-on learning modules, and classroom instruction strategies.
Manage daily Technical Service contact-center operations and ensure effective use of Salesforce, Natterbox, and other support tools.
Ensure consistent documentation, accurate case management, and knowledge sharing in Salesforce.
Monitor service trends and escalate recurring product issues to Engineering, Manufacturing, Quality, and Warranty teams.
Standardize troubleshooting practices across the service team.
Oversee technical assistance delivered by phone, email, mobile support tools, and on-site visits.
Build dealer relationships to understand product challenges and improve service outcomes.
Ensure dealers receive support with part identification, form/fit/function questions, system operations, and product recommendations.
Serve as the primary liaison between Technical Service and Engineering, Quality, Manufacturing, Warranty, and Product Management.
Participate in product development reviews to advocate for serviceability, reliability, and ease of maintenance.
Coordinate service readiness, documentation, and training for new product launches.
Drive initiatives to improve service efficiency, customer satisfaction, and product reliability.
Analyze service metrics, identify trends, and present improvement recommendations to leadership.
Uphold and advance GPT’s culture, values, and mission of “Feeding the World Better.”