Technology Aftersales Support Tier 2, Sweden

MSD Sverige; Lidköpings kommun; Hybrid; SEK 420,000 - 540,000; Full time

Benefits offered by this job

Company car

Hybrid work arrangement

Job summary

MSD Sverige is seeking a Tier 2 Support Engineer for a hybrid role with travel to customer sites within Sweden. You will provide advanced technical assistance and diagnose complex issues, escalating when needed and coordinating with Tier 3 for in-country support.

The position involves on-site installations, proactive monitoring, and identifying opportunities for upgrades and additional services. Strong communication and CRM/SAP proficiency are essential for success in a collaborative team

Qualifications

• 2–5 years of technical support experience in a related role.
• Excellent verbal and written communication in native language with the ability to convey basic technical concepts.
• Business English – Basic/Advanced.

Responsibilities

• Resolve specialist support calls within the severity matrix and collaborate with entry level support.
• Lead the in-country partnership with Tier 3.
• Manage and deliver onsite technology repairs.
• Advanced escalation management.
• Provide proactive tooling and support for technology products.
• Onsite installation support and proactive monitoring of trends.

Skills

Tier 2 support

CRM proficiency

SAP

Networking troubleshooting

Communication skills

Tools

SAP

Job description

Job Description

Technology Tier 2 is a hybrid role that can require daily travel to the customer base. T2 technicians are specialized and have a deeper understanding of the product or service. You have access to more resources, training, and expertise providing advanced technology assistance and services to technology customers who have purchased and are using our products and services. Tier 2 handle prioritised cases from Tier 1, focusing on in-depth troubleshooting, diagnostics, and problem-solving.

Tier 2 support also work closely with other departments or experts to find solutions to more challenging issues.

The goal of Tier 2 support is to resolve more complex priority cases that require a higher level of technical knowledge and expertise.

Responsible of installments of more complex technology at farm level, such as Milkmonitoring, SenseHub servers, Sorting Gates and similar.

Key responsibilities

• To resolve all specialist support calls within the severity matrix and developing a close relationship with entry level support.
• To lead the in-country support partnership with Tier 3.
• To manage and deliver onsite technology repairs
• Advanced escalation management
• Provide advanced support for all technology products with Proactive tooling,
• Onsite Installation support
• Extensive technical knowledge of technology products
• Proactive monitoring of trends and technology issues
• Value added services- identify opportunities for upgrades, upsells and additional services.
• Maintain detailed records of customer interactions, including the nature of the issue, the steps taken to resolve it, and any follow-up actions required. (CRM Based)

Skillsets

Strong communication skills, both written and verbal.

Patience, empathy, and the ability to actively listen to customers.

Ability to remain calm and courteous under pressure or when dealing with upset customers.

Adapting/Flexible/Agile

Need to have specific skill sets market dependant.

• Milking technologies
• RFID technologies
• ID technologies
• Networking troubleshooting

Technical Proficiency

Excellent problem-solving and multitasking skills with the ability to organize and prioritize.

Familiarity with common operating systems, software applications, and hardware such as SAP.

Proficiency in using relevant tools and software for support, such as customer relationship management (CRM) systems.

A clear understanding of a collaborative tiered model

Support mindset

A collaborative mindset and approach to support between T1 /T2.

A Consistent learning pathway for both in country teams.

Previous Experience / Qualifications

2 - 5 Years of Technical support experience in a support role.

Excellent verbal and written communication skills in native language with the ability to communicate basic technical concepts.

Business language English – Basic/Adv

Company Car Required

Work related travel percentage estimated 30%+

Possible operational shift employment

Required Skills

Adaptability, Adaptability, Business English, CiviCRM, Client Side Scripting, Customer Relationship Management (CRM), Data Analysis, Enterprise Resource Planning (ERP), ID Tech, Inquiry Handling, Multitasking, Network Troubleshooting, Order Processing, Pressure Management, Preventive Maintenance, Product Knowledge, Product Sales Training, Quote to Cash, Remote Support, Report Preparation, Sales Data Management, SAP Consulting, Systems Troubleshooting, Teamwork, Technical Support {+ 2 more}

Preferred Skills

Current Employees apply HERE

Current Contingent Workers apply HERE

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

No

Travel Requirements

No Travel Required

Flexible Work Arrangements

Hybrid

Shift

Not Indicated

Valid Driving License

Yes

Hazardous Material(s)

n/a

Job Posting End Date

08/3/2026

• A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID

R407352