Job Description

Are you ready to be part of dynamic team supporting our cutting-edge aquaculture product portfolio? We are seeking a driven and experienced professional to serve as a Subject Matter Expert in the Global Time Zone Technology Support group. In this role, you will play a pivotal part in ensuring the smooth operation of our identification and animal monitoring technology solutions.

Working operationally across the organization this role will focus on supporting our Aquaculture product portfolio of Fish Counters, Graders and Pumps whist also being a key support stakeholder across our reader technology.

The principal tasks of the reader team will be to support local aftersales in Tier 3 in-depth troubleshooting, proactive monitoring, onsite advise with installation activities, advanced knowledge transfer, Hardware Product evolution and solving complex connected devices support issues that are triaged by the Global Technology Centre team.

The role will require a working relationship with the different global functions, to define and execute the Aquaculture ways of working and the development of service and support tools for local and above market aftersales teams.

As part of the global Customer Experience team this department will have an active role in the product life cycle of product supporting the development, Product readiness & the launching of new products.

The successful candidate should have high levels of drive & determination, a key asset to the role will be the ability to challenge teams due to being the focal point of support and being accountable to the regions and local teams.

Responsibilities:

• Leveraging extensive experience in a Technical Support/QA/Dev related role at a global technology company.
• Passionately troubleshooting uncommon issues and devising efficient solutions and workarounds.
• Implementing support best practices and quality assurance processes to deliver exceptional service.
• Utilizing strong analytical skills and fundamental RFID reading system knowledge.
• Demonstrating general software knowledge of Windows and Linux OS, with advantage given to those versed in scripting languages like Bash/Python.
• Showcasing customer-oriented excellent communication and interpersonal skills (English - written and verbal).
• Ability to adapt technically, learn new solutions and features, and communicate effectively with internal teams.
• Embracing a continuous learning mindset with a detail-oriented approach.
• Prioritizing and managing a variety of time-sensitive issues with creativity and out-of-the-box thinking.
• Multitasking, self-learning, and being a highly motivated team player.

Qualifications and Experience:

• RFID reader support experience.
• Demonstrated effective analytical skills.
• Experience with Salesforce CRM - Advantage.
• Significant leadership experience within operational or client-facing environments.
• Comfort and experience to coordinate cross-functional work teams.
• Experience in managing and coaching remote teams.
• Advanced written and verbal business language communication skills are essential.

Personal Qualities:

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

Estimated Travel: 25%

If you are ready to take on this exciting and challenging role, we welcome your application!

Closing date for applications: 20/11/2024

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Remote

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

11/21/2024

*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.