Global Dairy Technology Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical milking assistance to various countries worldwide

• Conduct preventative monitoring, specialized diagnostics, repairs, and advanced knowledge sharing for the milking technology portfolio

• Collaborate closely with Regional, Product, and R&D teams to create service and support tools

• Support local aftersales teams and oversee triage KPI management across multiple geographic regions

• Travel regionally and internationally to engage with local and regional teams and provide product insights

• Develop aftersales tools and offer on-site installation assistance as needed

• Aid in planning the transition of countries to milking support

• Transition clients from legacy DFII systems to SenseHub milking systems

• Provide guidance on product development, readiness, and new product launches

• Manage diverse tasks with competing priorities while fostering an agile working environment

• Oversee Dairy Monitoring, Milking, and Automation product escalations and hotfixes

• Establish support verticals to track support tickets from various customer groups

• Lead technical discussions, strategic choices, and results

• Advocate for the technology swarming support model and facilitate knowledge transfer across CX departments

• Enhance the effectiveness, efficiency, quality, and knowledge of the Time Zone team

⛳️ Requirements

• Four-year college degree or a two-year dairy-specific degree, or five years of industry experience in lieu of a degree

• High School Diploma or equivalent is required

• Proven analytical skills

• Ability to coordinate cross-functional work teams

• Advanced understanding of DFII and SenseHub milking systems

• Practical site empathy

• Experience with Salesforce CRM is advantageous

• Significant leadership experience in operational or client-facing roles

• Collaborative mindset within a matrix organization

• Comfort and experience with remote team operations

• Advanced written and verbal communication skills in a business context

• Capability to communicate with colleagues and customers from diverse backgrounds

• Confidence in presenting information and technical data

• Ability to interact with customers remotely or in person

• Professional demeanor

• Capacity to meet tight deadlines while maintaining flexibility

• Adaptability

• Client-side scripting skills

• Customer service expertise

• Information systems management experience

• Proficiency in inquiry handling

• Order processing capabilities

• Knowledge of preventive maintenance

• Product sales training experience

• Report preparation skills

• Sales data management proficiency

• Technical advice expertise

• Technical support experience

• Third-level support capabilities

• Valid driving license

• Willingness to travel 25%

🏝️ Benefits

• Eligibility for annual bonuses

• Long-term incentive eligibility, if applicable

• Medical healthcare benefits for both employee and family

• Dental healthcare benefits for both employee and family

• Vision healthcare benefits for both employee and family

• Additional insurance benefits for both employee and family

• Retirement benefits, including 401(k)

• Paid holidays

• Vacation days

• Compassionate days

• Sick days

• Remote work arrangement

• Opportunity for 25% travel