Technical Service Manager

The North America Grain team is seeking a Technical Service Manager for our Assumption, IL facility.

The Manager of Technical Service leads the Technical Service team responsible for supporting the GPT dealer network in repairing, installing, maintaining, and operating Grain equipment.

This leadership role ensures high‑quality technical assistance through remote contact channels, structured training programs, strong cross‑functional collaboration, and continuous improvement of service delivery.

The Manager is accountable for building a highly skilled, customer‑centric team that supports GPT's mission of helping farmers and agribusiness managers become more productive and profitable.

Your Impact

Team Leadership & Development


* Lead, coach, and develop Technical Service Specialists responsible for remote and field support activities.


* Establish 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.

Operational Excellence


* Manage day-to-day operations of the Technical Service contact center, ensuring proper utilization 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

Dealer & Customer Support


* 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.

Cross-Functional Collaboration


* 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.

Strategic Leadership


* Drive initiatives that improve service efficiency, customer satisfaction, and product reliability.


* Analyze service metrics, identify trends, and present improvements and recommendations to leadership.


* Uphold and advance GPT's culture, values, and mission of "Feeding the World Better."

Your Experience and Qualifications


* 5+ years of experience in technical service, field service, or mechanical/electrical ...