Global Milking Tech Support Specialist (Remote)

Merck; Lincoln (NE); Remote; USD 96.000 - 151.000; Vollzeit

Benefits dieser Stelle

Medical, dental, vision benefits

401(k) retirement plan

Paid holidays and vacation

Zusammenfassung

Merck & Co., Inc. is seeking a Technology Support Milking Product Expert to provide global aftersales support for the milking portfolio. You will coordinate with regional teams, drive triage KPI management, and transfer knowledge to local teams using CRM and related tools.

The role involves collaborating with Product and R&D to develop tools, transitions to SenseHub, and installation support where needed. Travel regionally and worldwide is expected to optimize product adoption.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Ausbildung

Four-year college degree or dairy-specific degree

High School Diploma or equivalent

Tools

Salesforce CRM

Jobbeschreibung

Merck & Co., Inc. is seeking a Technology Support Milking Product Expert to provide global aftersales support for the milking portfolio. You will coordinate with regional teams, drive triage KPI management, and transfer knowledge to local teams using CRM and related tools.

The role involves collaborating with Product and R&D to develop tools, transitions to SenseHub, and installation support where needed. Travel regionally and worldwide is expected to optimize product adoption.