[Hiring] Global Dairy Technology Support Specialist @MSD

Role Description

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 for providing:

• Preventative monitoring
• Specialist diagnostics
• Fixes
• 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 triage KPI management across multiple geographic locations using our CRM and additional tools and processes
• Traveling regionally and globally to work closely with local and regional teams
• Providing user feedback to the different product and R&D teams

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 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, using their expertise to advise in:

• Development
• Product readiness
• Launching of new products

Reporting directly to the Technology Support Lead, you will manage varied tasks with conflicting priorities and have high levels of leadership skills promoting an agile working environment for the team.

Qualifications

• 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.
• 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.

Requirements

• Able to work to tight deadlines and be flexible in approach to work.
• Good communication skills and confidence in presenting information and technical data are essential.
• Business presentable and comfortable dealing with customers - either remotely or face to face.

Benefits

• 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