Sr. Specialist, Technical Service

Job Description

Role Overview:

The primary responsibility of the Customer Success Specialist will be to ensure the satisfaction and success of our valued customers, supporting them as they transition from sales prospects to active users of our products and beyond. This role will serve as the primary point of contact for customers, providing them with initial onboarding, ongoing training support, and addressing product functionality knowledge requests. As a field-based role, the Customer Success Specialist 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.

Primary activities include, but are not limited to:

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 related to product functionality and usage through 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:

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

•Strong interpersonal and communication skills, both written and oral, with fluency in Mandarin and strong 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.

•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 understanding of dairy reproduction, cow health, nutrition, and milk quality.

Required Skills:

Accountability, Account Management, Adaptability, Animal Husbandry, Corrective Action Management, Customer Engagement, Customer Experience Design, Customer Experience Management, Customer Feedback, Customer Relationship Management (CRM) Software, Field Sales Support, International Travel Arrangements, Knowledge Gathering, Lead Generation, Livestock Management, Motivation Management, Order Processing, Product Lifecycle, Product Management, Relationship Building, Sales Goal Achievement, Sales Process Management, Sales Services, Self Motivation, User Requirements Gathering

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:

Domestic

VISA Sponsorship:

No

Travel Requirements:

50%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

01/31/2026

*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.