Global Dairy Technology Support Specialist

The Technology Support Milking Product Team includes senior subject matter experts that are situated across different time zones in the “follow the sun” model. 

Working in a swarming methodology, the Milking Technical Specialist will be fully focused on the principal tasks of providing technical milking support to different countries around the world. As a product expert this role is responsible in providing, preventative monitoring, specialist’s diagnostics, fixes, and advanced knowledge transfer of the milking technology portfolio.

Milking technology is a premium product, that will require a professional and close working relationship with the different Regional, Product and R&D teams, to discuss the needs and development of service and support tools for the use of local and above market aftersales teams. 
As a member of the Technology Support Milking Product Expert Team you will be responsible and accountable for supporting local aftersales maintaining our triage KPI management across multiple geographic locations using our CRM and additional tools and processes.

The team will be ready to travel regionally and globally to work closely with local and regional teams to constantly provide user feedback to the different product and R&D teams. Ensuring that we have the best product and materials available for scalable milking product acceleration. 
The Technology Support Milking Product Support Team will work closely with Product teams to build aftersales tools for local teams to support the technology adoption of the milking product through installation support on site when required.

The role will require a working relationship with regional teams to assist in all planning that will be required to transition countries to support milking and to transition customers from the legacy DFII systems to SenseHub milking.
As part of the Technology Support team this department will have an active role in the product life cycle of products, the team will use their expertise to advise in the development, Product readiness & the launching of new products 
Reporting directly to the Technology Support Lead you will be able to manage varied tasks with conflicting priorities and have high levels of leadership skills promoting an agile working environment for the team.

Duties & 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.

Required Education:

A 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. 

Qualifications and Experience.
•    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.

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The salary range for this role is

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits.  Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.