Technical Support Specialist

Job Description

Through its commitment to the Science of Healthier Animals®, our company offers 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. Our company is dedicated to preserving and improving the health, well-being and performance of animals and the people who care for them.

Our company has a range of market leading livestock intelligence solutions, and this role will form part of our product support function within the Ruminant Business Unit of Animal Health.

Success in this role means delivering reliable and proactive technical support for livestock monitoring and milking intelligence solutions, ensuring systems are correctly implemented and maintained, customers are confident and supported, issues are resolved end‑to‑end with minimal repeat faults, and strong trusted relationships are built across farmers, partners, and internal teams.

Responsibilities:

• Lead all after‑sales technical support for our livestock intelligence solutions, including monitoring, milking systems, and RFID readers, including fault finding and troubleshooting across hardware, software, and connectivity
• Deliver proactive support through planned follow‑ups, system health checks, and early identification of potential issues to minimise downtime and repeat faults
• Complete and review site surveys, ensuring systems are correctly specified and suitable for on‑farm installation
• Coordinate, implement, and approve product installations, working closely with installers and internal teams
• Deliver in‑person onboarding and training for new customers to ensure confidence in system use
• Manage and coordinate post‑sales technical issues, driving efficient resolution and a positive customer experience
• Maintain accurate records in the CRM system, including work orders, customer interactions, and support case management, while collaborating regularly with the local commercial, veterinary, and Global Support teams

Your Profile

• Proven experience in technical fault finding and troubleshooting of electronic, electromechanical and pneumatic systems
• Hands‑on experience working on dairy farms or supporting farm‑based equipment
• Experience supporting livestock monitoring, milking, or farm automation equipment
• Strong customer‑facing skills, with the ability to communicate clearly and professionally with farmers and stakeholders
• Customer‑focused mindset with a proactive, solution‑oriented approach
• Ability to manage support cases end‑to‑end, prioritising faults and driving timely resolution
• Administrative upkeep of databases, e.g. Customer Relationship Management Platform
• Good general IT and systems knowledge, including PC‑based software, networking and basic connectivity
• Self‑motivated, organised and comfortable working independently in the field
• Willingness to travel and work flexibly to support on‑farm operations

Required Skills:

Adaptability, Adaptability, Animal Science, Client Side Scripting, Consumer Relations, Customer Relationship Management (CRM), Customer Service Management, Dairy Operations, Data Analysis, Equipment Monitoring, Inquiry Handling, Livestock Management, Onboarding, Order Processing, Preventive Maintenance, Product Knowledge, Product Sales Training, Quote to Cash, Remote Support, Report Preparation, Sales Data Management, Site Surveying, Teamwork, Technical Support, Technical Troubleshooting {+ 1 more}

Preferred Skills:

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:

No

Travel Requirements:

75%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

No

Job Posting End Date:

05/12/2026

*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.