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Technical Systems Specialist

2 weeks ago

Remote, New Zealand MSD Full time

Your role will be responsible for ensuring that our Animal Health customers and their automation and monitoring systems are supported in a professional and timely manner, within Upper South Island of New Zealand. You will understand and facilitate the customers’ requirements, enabling the customer to extract the full value from their Allflex automation and monitoring systems and peripheral devices.

**Primary Activities - Accountabilities, Supervision,**
- Primary activities include, but are not limited to_**_:_**
- Provide solutions to customer problems in a professional and timely manner (within agreed Service Level Agreements) and provide proactive advice about how to maintain and best utilise their systems. Perform analysis, diagnosis, and resolution of complex hardware/software problems and recommend and implement corrective solutions, including on-site repair.
- Fine tune, troubleshoot, train and commission designated systems post installation.
- Manage and report on the install pipeline within designated region(s) to ensure field staff are managing workloads
- Support the Service Manager and Engineering teams in trialing or rolling out new software or hardware through feedback and active involvement in creation/ process development /documentation /trial management
- Escalate service requests when necessary as per agreed Service Level Agreements and ensure that no service request is lost, forgotten, or ignored.
- Provide all information required to pay suppliers and invoice customers in a timely and accurate manner.
- Review and process designated contractor’s works orders in a timely manner to allow payment and resolve any issues identified.
- Provide all information required for management reporting in a timely and accurate manner.
- Ensure standard operating procedures are complied with and provide input on ways they can be improved. As required, audit Contractors and other Support Specialists work to ensure their adherence to SOP and communicate results of audits to your manager and requirements to the field staff
- If required, assist the Service Manager in the management and support of Field staff within the South Island through auditing, training, and providing support in high level problem analysis and resolution.
- Provide technical expertise to sales representatives, resellers, and customers during the sales process. Help customers during the sales process to maximize the benefits derived from the organization's products and/or services. As a representative of the company, you will be expected to generate leads, upsell where appropriate and identify growth opportunities. As such, you will be partially responsible for achieving the overall sales budget for your designated area and nationally.
- Travel outside your region will be required from time to time to support remote customers and staff. Some weekend work and after-hours support will, from time to time, be required and time will need to be managed efficiently.
- Be based in or around Christchurch or another suitable location in the upper South Island.

**Key Skills, Knowledge, Experience, Qualifications and Competencies required**
- Relevant tertiary qualification (NZCE Electronics or advanced trade certificate in Electronics/radio/electrical) or a minimum 3 years’ experience in a related field
- Experience in the installation and support of sophisticated electrical equipment. Experience in the installation and support of computer software and/or mechanical engineering is advantageous.
- Experience in the equipment that utilises Radio Frequency Identification is strongly preferred.
- Proven customer service experience and ability to train customers.
- Excellent time management skills and a proven ability to manage multiple and conflicting priorities. Self-motivated and able to operate independently
- Strong problem solving/trouble shooting skills working through issues in a systematic manner. Ability to “think outside the box.” Exceptional memory required to be able to readily support diverse products
- A broad understanding of dairy farming, including but not limited to seasonal processes, animal behaviour, shed and yard layouts, animal records and tagging as well as the milking process is advantageous
- People management/contractor management experience would be an advantage.

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 world’s 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 s