Global Dairy Technology Support Specialist

Overview

Global Dairy Technology Support Specialist on the Technology Support Milking Product Team, providing technical milking support to countries worldwide within a follow-the-sun, swarming model.

What you'll do

• Provide preventative monitoring, specialist diagnostics, fixes, and advanced knowledge transfer for the milking technology portfolio.
• Support local aftersales teams and maintain triage KPI management across multiple geographic locations using the CRM and other tools and processes.
• Manage Dairy Monitoring, Milking and Automation product escalations and hotfixes across internal teams.
• Set up new support verticals to document support tickets from different customer groups.
• Work with Product and R&D teams to build aftersales tools and provide user feedback.
• Support installation on site when required and assist in transitioning countries and customers from legacy DFII systems to SenseHub milking.
• Advise on product life cycle activities including development, product readiness and launch of new products.
• Hold technical discussions with strategic influence and lead key decisions and outcomes.
• Promote a technology swarming support model by connecting and passing knowledge to CX departments and beyond.
• Develop and promote the effectiveness, efficiency, quality and knowledge of the time zone team.
• Manage varied tasks with conflicting priorities and lead the team in an agile working environment.

What you'll need

• A four-year college degree or two-year dairy specific degree, or five years industry experience in lieu of a degree (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.
• Significant leadership experience within operational or client-facing environments.
• Collaborative attitude working across a matrix organization.
• Comfort and experience with remote team operations is a must.
• Advanced written and verbal business language communication skills are a must.
• Business-presentable and comfortable dealing with customers, remotely or face to face.
• Ability to work to tight deadlines and be flexible in approach to work.
• Required skills: 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.

Nice to have

• Experience with Salesforce CRM would be advantageous.

Details

• Location: USA, remote.
• Flexible work arrangement: Remote.
• Travel requirement: 25%, regionally and globally.
• Shift: 1st day shift.
• Valid driving license required.
• Reports directly to the Technology Support Lead.
• No relocation; no visa sponsorship.