Technology Aftersales Support Tier 2, Sweden

MSD Malaysia; Lidköpings kommun; On-site; SEK 420,000 - 560,000; Full time

Job summary

MSD Malaysia is seeking a Technology Tier 2 specialist for a hybrid role that may require daily travel to customer sites. You will provide in-depth technical assistance, handling complex Tier 1 escalations and performing onsite installations of advanced systems such as Milkmonitoring and SenseHub at farm level.

You will collaborate with Tier 3, manage onsite repairs, and maintain thorough CRM records. The role demands strong communication, empathy, problem solving, and familiarity with SAP/CRM

Qualifications

• 2–5 years of technical support experience in a similar role.
• Excellent verbal and written communication in native language.
• Business English – Basic to Advanced.

Responsibilities

• Resolve specialist support calls within the severity matrix and develop a close relationship with entry-level support.
• Lead the in-country support partnership with Tier 3.
• Manage and deliver onsite technology repairs.
• Advanced escalation management.
• Provide advanced support for all technology products with proactive tooling.
• Onsite installation support.
• Maintain extensive technical knowledge of technology products.
• Proactive monitoring of trends and technology issues.
• Identify opportunities for upgrades and additional services.

Skills

Strong communication

Active listening

Customer empathy

Calm under pressure

Adaptable

Networking troubleshooting

CRM familiarity

SAP familiarity

Team collaboration

Problem solving

Tools

SAP

CRM software

Job description

Job Description

Technology Tier 2 is a hybrid role that may require daily travel to the customer base. Tier 2 technicians are specialized with a deeper understanding of the product or service and have access to more resources, training, and expertise to provide advanced technology assistance and services to technology customers who have purchased and are using our products and services. Tier 2 support handles prioritised cases from Tier 1, focusing on in‑depth troubleshooting, diagnostics and problem‑solving, and works closely with other departments or experts to find solutions to challenging issues. The goal of Tier 2 support is to resolve complex priority cases that require a higher level of technical knowledge and expertise. The role includes installations of complex technology at the farm level, such as Milkmonitoring, SenseHub servers, sorting gates and similar.

Key Responsibilities

• Resolve all specialist support calls within the severity matrix and develop a close relationship with entry‑level support.
• Lead the in‑country support partnership with Tier 3.
• Manage and deliver onsite technology repairs.
• Advanced escalation management.
• Provide advanced support for all technology products with proactive tooling.
• Onsite installation support.
• Maintain 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 in CRM, including issue nature, steps taken and necessary follow‑up actions.

Required Skills

• 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.
• Adaptable, flexible, agile.
• Market‑dependent skill sets: Milking technologies, RFID technologies, ID technologies, networking troubleshooting.
• Excellent problem‑solving and multitasking skills with the ability to organise and prioritise.
• 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.
• Clear understanding of a collaborative tiered model and a consistent learning pathway for in‑country teams.

Previous Experience / Qualifications

• 2–5years 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/Advanced.

Work Conditions

• Daily travel to customer sites; travel estimate 30%+.
• Company car required.
• Possible operational shift employment.