Global Dairy Technology Support Specialist

Merck•REMOTE, REMOTE

3d•$96,200 - $151,400•Remote

About The Position

The Technology Support Milking Product Team includes senior subject matter experts that are situated across different time zones in the “follow the sun” model. Working in a swarming methodology, the Milking Technical Specialist will be fully focused on the principal tasks of providing technical milking support to different countries around the world. As a product expert this role is responsible in providing, preventative monitoring, specialist’s diagnostics, fixes, and advanced knowledge transfer of the milking technology portfolio. Milking technology is a premium product, that will require a professional and close working relationship with the different Regional, Product and R&D teams, to discuss the needs and development of service and support tools for the use of local and above market aftersales teams. As a member of the Technology Support Milking Product Expert Team you will be responsible and accountable for supporting local aftersales maintaining our triage KPI management across multiple geographic locations using our CRM and additional tools and processes. The team will be ready to travel regionally and globally to work closely with local and regional teams to constantly provide user feedback to the different product and R&D teams. Ensuring that we have the best product and materials available for scalable milking product acceleration. The Technology Support Milking Product Support Team will work closely with Product teams to build aftersales tools for local teams to support the technology adoption of the milking product through installation support on site when required. The role will require a working relationship with regional teams to assist in all planning that will be required to transition countries to support milking and to transition customers from the legacy DFII systems to SenseHub milking. As part of the Technology Support team this department will have an active role in the product life cycle of products, the team will use their expertise to advise in the development, Product readiness & the launching of new products. Reporting directly to the Technology Support Lead you will be able to manage varied tasks with conflicting priorities and have high levels of leadership skills promoting an agile working environment for the team.

Requirements

Demonstrated effective analytical skills with the ability to coordinate cross-functional work teams.
Advanced Knowledge of the DFII and SenseHub milking systems.
Practical site empathy.
Significant leadership experience within operational or client-facing environments.
Collaborative attitude working across matrix organization.
Comfort and experience with remote team operations is a must.
Advanced written and verbal business language communication skills are a must.
The role requires interaction with colleagues and customers from diverse backgrounds; good communication skills and confidence in presenting information and technical data are essential.
The role will involve customer interaction and local aftersales meetings, its essential to be business presentable and comfortable dealing with customers - either remotely or face to face.
Able to work to tight deadlines and be flexible in approach to work.
Adaptability
Client Side Scripting
Communication
Customer Service
Information Systems Management
Inquiry Handling
Order Processing
Preventive Maintenance
Product Sales Training
Report Preparation
Sales Data Management
Teamwork
Technical Advice
Technical Support
Third Level Support

Nice To Haves

Experience with Salesforce CRM would be advantageous.
Current Employees apply HERE
Current Contingent Workers apply HERE
US and Puerto Rico Residents Only:
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are place, introductions are position specific. Please, no phone calls or emails.

Responsibilities

To have strong connections and understanding of our Milking products.
Ability to work across the internal teams to manage Dairy Monitoring, Milking and Automation product escalations and hotfixes.
To set up new support verticals to document the support tickets from different customer groups.
To have the ability to hold technical discussions, with strategic influence, and lead key decisions and outcomes.
Highly developed interpersonal and influencing skills, and the credibility and ability to build excellent relationships and networks with key stakeholders across organisation.
To promote a technology Swarming support model by organising yourself to actively connect and pass knowledge to different CX departments and beyond.
Develop and promote the Time Zone team’s effectiveness, efficiency, quality, and knowledge.

Benefits

medical, dental, vision healthcare and other insurance benefits (for employee and family)
retirement benefits, including 401(k)
paid holidays, vacation, and compassionate and sick days.

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