Global Dairy Tech Support Specialist (Remote)

Merck; Juneau (AK); À distance; USD 96 000 - 151 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Long-term incentive

Benefits package

Résumé du poste

Merck is seeking a Technology Support Milking Product Expert to provide global technical milking support, diagnostics, and knowledge transfer across time zones. You will work with regional teams to ensure successful adoption and transition from legacy systems to SenseHub milking, while maintaining triage KPI and enabling scalable product acceleration.

The role involves installation support on-site when required, collaboration with Product and R&D teams, and travel up to 25% regionally and

Qualifications

• 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.
• Experience with Salesforce CRM would be advantageous.
• 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.

Responsabilités

• 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.

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

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 provide global technical milking support, diagnostics, and knowledge transfer across time zones. You will work with regional teams to ensure successful adoption and transition from legacy systems to SenseHub milking, while maintaining triage KPI and enabling scalable product acceleration.

The role involves installation support on-site when required, collaboration with Product and R&D teams, and travel up to 25% regionally and