Precision Livestock Farming Customer Service Rep (Technical)

Job Listing No: 9740000

Precision Livestock Farming Customer Service Rep (Technical)

Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend on.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.Job Title: Precision Livestock Farming Customer Service Representative/3rd Level Support (Technical)Are you ready for a fun and rewarding job that utilizes your problem-solving skills in a challenging and fast-paced environment? We are looking for a talented technical support representative with 3rd level support skills to join our dedicated team and provide the exceptional customer service that is the foundation of our company. You will be supporting end users in the dairy industry using a solution that combines ear tag sensors and software to monitor dairy farm animals. You analyze and troubleshoot problems on a higher technical level. You create technical documentation and help the developers to find and solve problems quicker. With total system tests, you make sure that new functions and new software versions are working as they should. You try to reduce problems and you train the customer service team on how to solve problems. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your skills to help people while working in a positive and encouraging environment. Customer Service Job Responsibilities: * Provide daily support to users that work on dairy farms including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation * Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction * Routinely observe operational performance, and install software updates when necessary * Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management or software developers * Work closely with local field force calling on the dairy farms to inform them of the status of the software solution on the farm and any issues encountered * Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software * Collaborate with technical staff and customers to establish goals and objectives for system improvements and upgrades * Create and implement new processes to improve efficiency and customer satisfaction while reducing costs * Participate in developing roadmap for software and hardware developers to remediate aspects of the application that need improvement 3rd Level Support Job Responsibilities: * Takeover, analyze, and solve incoming problems * Proactive ticket handling (Event-, Change-, Incident- & Problem Management) including Documentation * Creation, prioritization, and troubleshooting of incidents with subsequent analysis and documentation * Use and create knowledgebase articles and other technical documentation * Provide complete and comprehensive documentation * Help with new feature testing * Quality Assurance Tasks * Proactive communication with customers to receive customer feedback * Close collaboration with the Developers and the Installation Team * Help with your information to ensure ongoing improvements of the Smartbow System * Administration and Maintenance of Client-, Server and Network infrastructure of our system * Process optimization and processing of system adaptions * Help with the creation of test cases and user trainings * Analyze Log Files and try to reduce problems
Knowledge, Skills, Ability Requirements: * Strong communication skills and ability to remain calm and professional in all circumstances * Able to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures * Strong working knowledge of computer software and mobile devices * Strong knowledge in troubleshooting and in working with network tools * Strong knowledge in Windows Server and linux operating systems * Basic knowledge in programming (java) and scripting * Strong knowledge in Powershell/cmd/bash, etc * Strong knowledge in web technologies and mobile applications * Solution-oriented, organized and analytical thinker * Structured way of working, specifically at analyzing problems as well as a good customer and service orientation * Strong English speaker; fluency in Spanish a plus
Qualifications: * Bachelor”s degree preferably in a technical field * 5+ years of related work experienceFamiliarity with common practices on a dairy farm is a plus

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