Sr. Executive, Technical Service

Job Description

动物健康科技解决方案是全球领先的动物识别、监测和追溯解决方案的设计、开发、制造和交付企业。我们的数据驱动解决方案被农场主、企业和国家用于管理全球数亿头动物。通过将智能且可操作的管理信息交到农场主手中，我们的解决方案使他们能够及时采取行动，保障动物的健康与福祉，同时实现最佳生产效果，确保健康的食品供应。动物健康科技解决方案在动物健康领域拥有一系列数字化的畜牧产品组合。

作为最大的动物识别技术供应商，我们每年提供超过5亿个标签/项圈，用于识别、追踪和监控动物，每天监控超过550万头奶牛，从而实现实时、可操作的数据和洞察，帮助改善或提升动物管理和健康。

凭借60多年的经验和全球约1900名团队成员，我们拥有一支全球专家网络，每位专家都具备深厚的经验和知识，为众多国家的农场主、企业和提供宝贵资源。Livestock Intelligence在北美、欧洲、以色列、南美、中国、澳大利亚和新西兰设有制造和技术子公司。我们的产品销往100多个国家。

通过对“科学让动物更健康®”的承诺，我们公司为兽医、农场主、宠物主人和政府提供最广泛的兽医药品、疫苗及健康管理解决方案和服务，以及一整套数字连接的识别、追溯和监控产品。公司致力于保护和改善动物及其照料者的健康、福祉和表现。

职位概述：

应用培训的主要职责是确保客户的满意和成功，从售前到售后持续为客户提供支持和培训。该职位将成为客户的重要联络点，提供初始入门指导、持续的培训支持，并解答产品功能相关的问题。作为一个现场岗位，该人员将直接与客户合作，确保客户充分使用我们的产品以满足其生产需求。该职位将在新产品推向市场期间及整个客户生命周期内持续为客户提供支持与服务。

客户关怀是我们所有工作的指导原则，也是我们成功的关键。此关怀和支持贯穿产品的整个生命周期。

主要职责：

• 产品专业知识：深入了解我们的奶牛科技解决方案，有效协助客户。

• 客户指导与培训：现场拜访客户，指导其充分应用我们的产品，确保客户能够最大化产品价值。

• 了解并评估牧场日常操作，作为顾问推荐优化方案，推动科技产品的全面应用。进行繁育、健康、牛群管理、后备牛培育、犊牛饲养及奶厅管理等相关评估与指导。

• 持续产品知识支持：通过CRM系统响应客户关于产品功能和使用的咨询。

• 客户关系维护：建立稳固、持久的客户关系，了解客户个性化需求，成为客户在公司内的代言人。

• 推动商业活动：。与销售团队及动保技术服务团队合作，推动商业活动，推广更多产品和服务。

• 收集客户反馈：积极收集并记录客户反馈，衡量客户满意度，发现并推动可改进的领域。

• 跨部门协作：与市场领先的客户成功团队紧密合作，获取产品知识和技能提升，保持对科技解决方案的最新了解。将在线自助服务融入本地客户支持。支持商业测试流程，识别潜在客户并在测试期间提供知识和支持。

• 对培训材料进行本土化改进建议，确保培训材料及时更新并符合本地需求。

• 作为主讲嘉宾参与奶业展览及多种牧场相关的推广活动，以推广奶业生产管理及技术应用。

• 支持科技解决方案硬件技术支持团队，为硬件团队提供日常必要的支持。

任职资格/能力要求：

• 优秀的人际交往和沟通能力，普通话和英语书面及口头表达流利。

• 具备技术理解能力，能够掌握复杂产品和系统。

• 积极主动，自我驱动，能独立工作也能团队协作。

• 具备较强的组织能力并关注细节。

• 具备销售和商务运作者优先。

• 熟练使用CRM软件及其他操作工具者优先。

经验/教育背景：

• 3-5年客户服务相关工作经验，优先考虑客户培训、大客户管理或类似岗位。

• 对畜牧和科技产品充满热情，深入了解畜牧业，包括乳牛繁殖、健康、营养及牛奶质量。

• 相关专业本科及以上学历或同等工作经验者优先

Required Skills:

Adaptability, Adaptability, CiviCRM, Clinical Experience, Conflicts of Interests, Cross-Functional Collaboration, Cross-Selling, Customer Engagement, Customer Experience Design, Customer Experience Management, Customer Feedback, Customer Relationship Management (CRM) Software, Dairy Cattle Nutrition, Dairy Operations, Data Analysis, Field Sales Support, Hardware Implementation, Inbound Phone Sales, Lead Generation, Livestock Management, Management Process, Milk Production, Resource Utilization, RFID Technology, Sales Goal Achievement {+ 3 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description:

Animal Health Technology Solutions is the world leader in the design, development, manufacturing, and delivery of solutions for animal identification, monitoring, and traceability. Our data-driven solutions are used by farmers, companies, and countries to manage hundreds of millions of animals worldwide. By putting intelligent, actionable management information into farmers’ hands, our solutions empower them to act promptly to safeguard their animals’ health and well-being, while achieving optimal production outcomes for a healthy food supply. Animal Health Technology Solutions has a Livestock portfolio of digital products within Animal Health.

As the largest provider of animal identification technology, we meet growing customer needs by providing over 500 million tags for identifying, tracking, and monitoring animals every year, and we monitor over 5.5 million cows daily, which allows access to real-time, actionable data and insights to help improve or enhance animal management and health outcomes.

With over 60 years of experience and around 1,900 team members worldwide, we have a global network of experts, each with deep knowledge and experience, who serve as a valuable resource to farmers, companies, and countries. Livestock Intelligence has manufacturing and technology subsidiaries in North America, Europe, Israel, South America, China, Australia, and New Zealand. Our products are distributed in over 100 countries.

Role Overview:

The primary responsibility of Technical Service will be to ensure the satisfaction and success of our valued customers and support them as they transition from sales prospects to active users of products and ongoingly. This role will be a key point of contact for customers, providing them with initial onboarding, ongoing training support, and addressing product functionality knowledge requests. As a field-based role, this person will work directly with our customers, ensuring they fully adopt and utilize our products to meet their operational needs. This role will be active throughout new product introductions into the market as well as ongoingly throughout the entire customer journey.

Customer care is a guiding principle of all that we do and is integral to our success. This care and support is for the lifetime of the product.

Key Responsibilities:

• Product Expertise: Develop a deep understanding of our livestock dairy technology solutions, to effectively assist customers.

• Customer Onboarding and Training: Visit customers on-site to guide them through the initial onboarding process, ensuring they are equipped to maximize 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: Respond to customer inquiries about product functionality and usage via our CRM system.

• 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 upselling, cross-selling, and upgrades to existing customers. Collaborate with the Sales team and Veterinary Technical Services team to drive commercial activities, including promoting 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. Also, support commercial beta process in identifying potential customers for the process and delivering knowledge and support throughout the beta.

• Recommend additions /changes to training materials and localizations for improvements. Help ensure that training materials are up-to-date and tailored to local needs.

• Take part in local farm shows and/or multi-farm events and promotional activities as a keynote speaker advocating dairy production management and the use of technology.

• Supporting the Technology Solutions Technical Support team in implementing hardware, firmware and software updates and with minor repairs to equipment.

Qualifications/Competencies:

• Strong interpersonal and communication skills, both written and oral, with fluency in Mandarin and better proficiency in English.

• Technical aptitude and the ability to understand complex products and systems.

• Proactive, self-motivated, and able to work independently and as part of a team.

• Strong organizational skills and attention to detail.

• A sales and commercial approach-oriented is a plus.

• Basic proficiency with CRM software and other operative tools is plus.

Experience/Education:

• 3-5 years of proven experience in a customer-facing role, preferably in customer success, customer training, account management, or similar positions.

• Enthusiasm for agriculture and technology, with a deep understanding of the dairy livestock industry, including an understanding of dairy reproduction, cow health, nutrition, and milk quality.

• Bachelor's degree in a related field or equivalent work experience.

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:

Domestic

VISA Sponsorship:

No

Travel Requirements:

25%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

06/30/2026

*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.