Time Zone Support Milking Product Senior Specialist Expert

MSD•Rahway, NJ

16h•Remote

About The Position

The Global 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 Product Support team will be fully focused on the principal tasks of Supporting case management, 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. 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

A four-year college degree or two-year dairy specific degree. In lieu of a degree, five years industry experience (dairy industry preferred). High School Diploma or equivalent is required.
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.

Nice To Haves

Experience with Salesforce CRM would be advantageous.

Responsibilities

Have strong connections and understanding of our Milking products.
Ability to work across the internal teams to manage Milking product escalations and hotfixes.
Set up new support verticals to document the support tickets from different customer groups.
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 organization.
Promote a technology Swarming support model by organizing 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.