Technical Support Specialist - Monitoring

Job Description

This position is to provide critical technical and after-sales support to Beef and Dairy farmers that use our technology.

NATURE AND SCOPE

The Technical Support Specialist - Technology, Livestock Monitoring, South Africa, will assist with all technical functions to support the Company's Animal Health and Animal Health Intelligence range of products within the Technology category, including but not limited to monitoring, all software-based products and support applications, as well as future milking intelligence products.

Principal Accountabilities

• Provide customer support, whether they be internal or external stakeholders.
• Develop and co-ordinate prioritisation processes to manage technical support in a timely and efficient manner, consistently maintaining a customer-centric approach.
• Develop processes and protocols to deliver consistent and standardised technical support, ensuring a high customer experience consistently.
• Oversee engagement with external third parties to integrate with software systems as opportunities are identified.
• Act as the key contact for technical points and the liaison with regional and global technical teams.
• Keep abreast of trends, development, and competitors with regards to technology advancements in livestock industries, related animal monitoring, traceability, and software solutions to gain data-driven insights for livestock producers.
• Effect and maintain a high standard of communication and co-operation with all internal and external parties, working closely with sales, marketing, other technical and operational divisions.
• Assisting farmers with data entry problems or data extraction.
• Integration of Dairy Herd Management software and SenseHub.
• Assisting farmers with
• remote installations,
• internet troubleshooting and problem-solving,
• system troubleshooting and problem-solving
• Handling and escalation of service calls.
• Technical training and upskilling other team members to assist in certain advanced issues.

Knowledge And Attributes Required

• 2+ years in a Technical Support/QA/Dev related role.
• IT related qualification or proof of further learning in IT related field.
• Passion for troubleshooting, ability to come up with efficient solutions and workarounds for uncommon issues.
• Experienced in TeamViewer use and remotely supporting clients.
• Strong analytical and problem-solving skills, as well as fundamental working knowledge of client and server-side scripting, web technologies and communication protocols.
• Significant technical experience with Local Area Networking (LAN) in Windows operating systems.
• Competency in extending, administering and fault finding in wired, Wireless and VPN network topologies.
• Competent with Wireless Point to multi point communications, both 2.4GHz and 5GHz.
• Deep understanding of Windows and Linux OS (debugging and internals).
• Knowledge and proven experience with writing SQL queries.
• Customer-oriented with excellent communication (English - written and verbal) and interpersonal skills.
• Valid Drivers License.
• Willingness to travel 20-30% of the time.
• Basic Agricultural knowledge.

Advantageous

• In-Field experience of Installation and fault resolution, in Ethernet interconnected hardware comprising SOHO and commercial quality equipment.
• Experience with in-field diagnosis and troubleshooting of networked proprietary systems.
• Experience with Embedded firmware update/testing and management.
• Ability to work methodically, independently and remotely.
• Coding skills in one or more OOP languages such as C# / Java.
• Knowledge and proven experience with writing SQL queries.
• Deep understanding of Windows and Linux OS (debugging and internals).
• Knowledge of scripting languages such as Bash / Python.
• Experience with embedded firmware update/testing and management.
• Knowledge of AFI and Delaval Parlour Management Systems.
• Customer-oriented with excellent communication (Afrikaans - written and verbal) and interpersonal skills.
• Technically adaptive, ability to learn new solutions, features/functionality and communicate those in a value-added way to internal teams.
• Continuous learning mindset and detail-oriented approach.
• Ability to prioritize and switch between a variety of time-sensitive issues.
• Creativity and ability to think outside the box.
• Multi-tasking, self-learning, highly motivated and a team player.
• After-hours and weekend support assistance to internal team members and customers when required.
• Livestock / Agricultural industry experience.

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the worlds food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets.

Who We Are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What We Look For

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one anothers thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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

Shift

Valid Driving License

Hazardous Material(s)

Requisition ID R233674