Remote Milking Technology Support Specialist

Merck

Salt Lake City (UT)

Remote

USD 96,000 - 151,000

Full time

6 days ago

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Job summary

Merck is seeking a Technology Support Milking Product Expert to provide global aftersales support for milking technology, operating in a follow-the-sun model. You will collaborate with regional product and R&D teams to diagnose issues and transfer knowledge for scalable product adoption.

The role requires strong leadership, cross-functional collaboration, and comfort with remote teamwork as you work across multiple regions and time zones, including travel up to 25% for onsite support and

Qualifications

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.

Responsibilities

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.