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Technical Service Manager
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Grain & Protein Technologies
Assumption, IL (In Person)
Full-Time
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Job Description
Grain & Protein Technologies is a leading global designer, manufacturer, and marketer of reliable, durable, and innovative equipment solutions for grain, seed, poultry, egg, and swine production. Generating $1.1 billion in annual revenue, the Company serves farmers and agribusiness managers in over 100 countries and currently operates 19 manufacturing facilities across 5 continents, employing more than 3600 people. The Company goes to market with its strong portfolio of industry leading brands - GSI, Cumberland, AP, Tecno, Cimbria, Aerotech, Reventa, and Euroemme. With its Company Purpose of "Feeding the World Better", Grain & Protein Technologies emphasizes advancing smart technologies and offering innovative technical solutions to make farmers and agribusiness managers more productive and profitable in a sustainable way. The North America 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 t.