Global Dairy Milking Tech Support Specialist

Merck; Carson City (NV); À distance; USD 96 000 - 151 000; Plein temps

Avantages offerts par ce poste

Remote work

Travel opportunities (25%)

Résumé du poste

Merck is seeking a Technology Support Milking Product Expert to join a global team delivering follow-the-sun technical support for the milking portfolio. You will diagnose, monitor, and transfer knowledge across regions, collaborating with regional, product and R&D groups to develop scalable aftersales tools and processes.

The role requires travel, strong leadership, and excellent communication to manage cross-functional escalations via CRM (Salesforce).

Qualifications

• Demonstrated effective analytical skills coordinating cross-functional work teams.
• Advanced Knowledge of the DFII and SenseHub milking systems.
• Practical site empathy and customer-facing aptitude.
• Experience with Salesforce CRM is advantageous.
• Significant leadership experience in operational or client-facing environments.
• Collaborative attitude across matrix organizations.
• Comfortable with remote team operations.
• Strong written and verbal business communication skills.

Responsabilités

• Maintain strong connections and understanding of Milking products.
• Manage escalations and hotfixes for Dairy Monitoring, Milking, and Automation.
• Document support tickets and set up new support verticals.
• Lead technical discussions and drive key decisions.
• Build relationships with stakeholders across the organization.
• Promote a Swarming support model and knowledge transfer to CX teams.
• Drive Time Zone teams' effectiveness and knowledge sharing.

Connaissances

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

Formation

Four-year college degree or two-year dairy-specific degree

High School Diploma or equivalent

Outils

Salesforce CRM

Description du poste

Merck is seeking a Technology Support Milking Product Expert to join a global team delivering follow-the-sun technical support for the milking portfolio. You will diagnose, monitor, and transfer knowledge across regions, collaborating with regional, product and R&D groups to develop scalable aftersales tools and processes.

The role requires travel, strong leadership, and excellent communication to manage cross-functional escalations via CRM (Salesforce).