Technical Service Manager

Grain & Protein Technologies•Assumption, IL

11d•$100,000 - $125,000•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 provides leadership for remote and field support and is accountable for high-quality technical assistance, structured training, cross-functional collaboration, and continuous improvement of service delivery. The Manager builds a skilled, customer-centric team supporting GPT’s mission of helping farmers and agribusiness managers become more productive and profitable. The role oversees contact-center operations and support tools, ensures accurate case documentation and knowledge sharing, monitors and escalates recurring product issues, and standardizes troubleshooting practices. It also oversees dealer support through phone, email, mobile tools, and on-site visits; coordinates service readiness, documentation, and training for new product launches; and drives improvements in service efficiency, customer satisfaction, and product reliability. The position is based in Assumption, Illinois, with a hybrid schedule requiring four days per week in the office, Monday through Thursday, and flexible in-office or remote work on Fridays.

Requirements

At least 5 years of experience in technical service, field service, or mechanical/electrical support roles.
Demonstrated leadership 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 GPT grain products.

Responsibilities

Lead, coach, and develop Technical Service Specialists responsible for remote and field support.
Establish performance expectations and KPIs focused on responsiveness, technical accuracy, case quality, and customer satisfaction.
Create and execute cross-training programs to broaden team competency across Grain equipment.
Oversee development of training materials, hands-on learning modules, and classroom instruction strategies.
Manage day-to-day Technical Service contact-center operations and proper use of Salesforce, Natterbox, and other support tools.
Ensure consistent documentation, case accuracy, and knowledge sharing within Salesforce Case Management.
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 to dealers through phone, email, mobile support tools, and on-site visits.
Build relationships with dealers to understand product challenges and improve service outcomes.
Ensure dealer support includes accurate part identification, form/fit/function guidance, 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 programs 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.”