Job Description

Technology Tier 2 is a hybrid role that can require daily travel to the customer base. T2 technicians are specialized and have a deeper understanding of the product or service. You have access to more resources, training, and expertise providing advanced technology assistance and services to technology customers who have purchased and are using our products and services. Tier 2 handle prioritised cases from Tier 1, focusing on in-depth troubleshooting, diagnostics, and problem-solving.

Tier 2 support also work closely with other departments or experts to find solutions to more challenging issues.

The goal of Tier 2 support is to resolve more complex priority cases that require a higher level of technical knowledge and expertise.

Responsible of installments of more complex technology at farm level, such as Milkmonitoring, SenseHub servers, Sorting Gates and similar.

Key responsibilities:

• To resolve all specialist support calls within the severity matrix and developing a close relationship with entry level support.

• To lead the in-country support partnership with Tier 3.

• To manage and deliver onsite technology repairs

• Advanced escalation management

• Provide advanced support for all technology products with Proactive tooling,

• Onsite Installation support

• Extensive technical knowledge of technology products

• Proactive monitoring of trends and technology issues

• Value added services- identify opportunities for upgrades, upsells and additional services.

• Maintain detailed records of customer interactions, including the nature of the issue, the steps taken to resolve it, and any follow-up actions required. (CRM Based)

Skillsets:

Strong communication skills, both written and verbal.

Patience, empathy, and the ability to actively listen to customers.

Ability to remain calm and courteous under pressure or when dealing with upset customers.

Adapting/Flexible/Agile

Need to have specific skill sets market dependant.

• Milking technologies

• RFID technologies

• ID technologies

• Networking troubleshooting

Technical Proficiency:

Excellent problem-solving and multitasking skills with the ability to organize and prioritize.

Familiarity with common operating systems, software applications, and hardware such as SAP.

Proficiency in using relevant tools and software for support, such as customer relationship management (CRM) systems.

A clear understanding of a collaborative tiered model

Support mindset:

A collaborative mindset and approach to support between T1 /T2.

A Consistent learning pathway for both in country teams.

Previous Experience / Qualifications:

2 - 5 Years of Technical support experience in a support role.

Excellent verbal and written communication skills in native language with the ability to communicate basic technical concepts.

Business language English – Basic/Adv

Additional information:

Company car required

Work related travel percentage estimated 30%+

Possible operational shift employment

Required Skills:

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.