Job Description
A fantastic opportunity has arisen for a Technical and Customer Success Specialist for the Technology Solutions portfolio within our Animal Health Division, which has our national headquarters based in Leopardstown, Dublin.
Red Oak North in Dublin is our commercial Head Office for our Animal Health and Human Health businesses in addition to several global and national support services including Clinical Research, Medical Affairs, Regulatory Affairs, Sales, Policy & Communications and Marketing.
This position is a field-based role with extensive travel throughout the assigned territory.
Occasional travel outside the territory will include travel to the head office base in Leopardstown and potential travel to European countries for technical training when necessary.
Bring energy, knowledge, innovation to carry out the following:
- Product expertise: Develop a deep understanding of our Livestock Monitoring Technology solutions, to effectively assist customers realise the full potential of our products.
- Customer onboarding and training: Visit customers on-site to aid with product installation and conduct initial onboarding pre-training, ensuring they are equipped to maximise the benefits of our products.
- Understand and evaluate farm routines and act as an advisor to recommend changes for optimization, allowing for full implementation of our technology. Perform farm assessments in reproduction including assessments for calf and heifer management as well as for health and milk quality.
- Ongoing product knowledge support: Maintain detailed records of customer interactions, including the nature of the issue, the steps taken for resolution, and any follow-up required.
- Customer engagement: Build strong, long-lasting relationships with existing customers by understanding their individual needs and acting as their advocate within the company.
- Promote commercial activities: Identify opportunities for up-selling, cross-selling, and upgrades to existing customers. Collaborate with the sales team to drive commercial activities, including promotion of additional products and services.
- Collect customer feedback: Actively gather and document customer feedback to measure satisfaction levels and identify and drive areas for improvement.
- Cross-functional collaboration: Work closely with the above-market customer success team to receive product knowledge and upskilling to stay up to date with our evolving technology solutions. Incorporate and promote online self-service into the local customer journey.
- To resolve all technical support calls and developing a close relationship with entry level support
- To lead the in-country support partnership with Tier 3 (internal support team)
- Provide advanced support for all technology products to manage onsite technology repairs.
- Proactive monitoring of trends and technology issues and report them back to management accordingly.
What skills you will need:
In order to excel in this role, you will more than likely have:
- 2 years or more of proven experience in dairy farmer sales or similar agriculture sales technology, preferably in technical support, customer success, customer training, account management, or similar positions
- Bachelor's degree in agriculture, animal science or equivalent
- 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 customers.
- Knowledge of milking technologies, RFID technologies, ID technologies etc. is advantageous.
- Excellent problem-solving and multitasking skills with the ability to organise and prioritise
- Proficiency in using relevant tools and software for support, such as CRM systems.
- A collaborative mindset and approach when working across internal divisions.
- A learning mindset to lead personal, internal and external product knowledge excellence.
As a company, we are committed to 'Inventing for Life' in all that we do. We keep the patient at the very heart of all that we do and strive to find solutions and treatments for some of the world's most challenging healthcare needs.
As an equal opportunity employer, we are proud to be a company that embraces the value of bringing diverse, talented, and committed people together.
Please don't hesitate to contact the Talent Acquisition Advisor assigned to this role should you need any support during our recruitment process.
So, if you are ready to:
Invent solutions to meet unmet healthcare needs, please apply today.
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:
Regular
Relocation:
No relocation
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Not Applicable
Shift:
Valid Driving License:
Yes
Hazardous Material(s):
Job Posting End Date:
10/22/2024
*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.
Requisition ID:R316140