Technical Service Manager

Technical Service Manager

Responsibilities

• Lead the Technical Service team in supporting GPT dealer network with repair, installation, maintenance, and operation of Grain equipment.
• Ensure high-quality technical assistance through remote contact channels, structured training programs, and continuous improvement of service delivery.
• Build a highly skilled, customer-centric team focused on supporting GPT's mission of making farmers and agribusiness managers more productive and profitable.
• Coach and develop Technical Service Specialists, establishing performance expectations and KPIs centered on responsiveness, technical accuracy, case quality, and customer satisfaction.
• Create and execute cross-training programs to broaden team competency across Grain equipment.
• Oversee the development of training materials, hands-on learning modules, and classroom instruction strategies.
• Manage day-to-day operations of the Technical Service contact center, ensuring proper utilization of Salesforce, Natterbox, and other support tools.
• Maintain 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 the delivery of high-quality technical assistance via phone, email, mobile support tools, and on-site visits.
• Build strong relationships with dealers to understand product challenges and improve service outcomes.
• Ensure the team supports dealers with accurate part identification, form/fit/function questions, system operations, and product recommendations.
• Act as the primary liaison between Technical Service and key stakeholders—Engineering, Quality, Manufacturing, Warranty, and Product Management.
• Participate in product development reviews to advocate for serviceability, reliability, and ease of maintenance.
• Support the launch of new products by coordinating service readiness, documentation, and training programs.
• Drive initiatives that improve service efficiency, customer satisfaction, and product reliability.
• Analyze service metrics, identify trends, and present improvements and recommendations to leadership.

Qualifications

• 5+ years of experience in technical service, field service, or mechanical/electrical support roles, preferably in agricultural or industrial equipment.
• Demonstrated leadership experience managing technical teams.
• Strong communication, problem-solving, negotiation, and conflict resolution skills.
• Experience using CRM/case management tools—Salesforce preferred.
• Broad understanding of all GPT grain products a plus.

Pay

Expected annual salary for this role will be $100,000 - $125,000 plus eligible for an annual bonus.

Benefits

• Ability to elect health care and wellness plans, dental and vision plans.
• Flexible and virtual work options (where available).
• 401(k) Savings Plan with company match.
• Paid holidays, paid time off.
• Health savings and flexible spending accounts, reimbursement for continuing education.
• Life insurance, and other supplemental insurance plans.

Schedule

You will be working a hybrid role with four days per week (Monday - Thursday) in office (Fridays are flexible for in office or remote).