Technology Software Support Lead.
Job DescriptionThe Technology Software Support Team includes senior subject matter experts that are situated across all time zones in the follow the sun model.
As software experts the team will have multiple responsibilities within the Global support group and a network of relationships throughout the organization that will enable them to carry out the principal tasks of preventative monitoring, specialist s diagnostics, fixes, and advanced knowledge transfer.
The Software Support group will work closely within their network of connections in the development and evolution of our company aftersales capabilities.
The role of the Software Support lead will be to manage this team and be responsible for developing & motivating the team by providing clear direction and coaching.
As part of the Technology support leadership team a key success factor will be to work closely with your peers to maintain our triage KPI management within a multiple geographic location using our CRM and additional tools and processes.
The Software support lead will organize the team to be part of our proactive support strategy, by connecting to our Proactive support suite and working on customer alerts.
The role will require a working relationship with the different Product and R&D teams, to discuss the needs and development of service and support tools for the use of local and above market aftersales teams.
Reporting directly to the Technology Support Lead you will be able to manage varied tasks with conflicting priorities and have high levels of leadership skills promoting an agile working environment for the team.
This role is also responsible for being the Software Support representative on R&D and Product software calls bringing forward the aftersales perspectives.
As part of the Technology Support team this department will have an active role in the product life cycle of products, the team will use their expertise to advise in the development, Product readiness & the launching of new productsDuties & ResponsibilitiesA strong and inclusive team leader, experience in the management of professional qualified staff, confident in both people leadership and customer empathy in an operational context.
To have strong connections and understanding of software language.
Ability to work across the internal teams to manage software needs, escalations and hotfixes.
To have the ability to hold technical discussions, with strategic influence, and lead key decisions and outcomes.
Highly developed interpersonal and influencing skills, and the credibility and ability to build excellent relationships and networks with key stakeholders across organization.
To promote a technology Swarming support model by organizing the team to actively connect and pass knowledge to different CX departments and beyond.
A flexible and adaptive leader with the ability to lead through change and pick up new and complex pieces of work, delivering with high standards and pace.
Develop and promote the team s effectiveness, efficiency, quality, and knowledge.
Qualifications and Experience.
Knowledge of networking principles and Python, Java SW Language.
Demonstrated effective analytical skills.
Experience with Salesforce CRM - AdvantageSignificant leadership experience within operational or client-facing environments.
Comfort and experience to coordinate cross-functional work teams.
Experience in managing and coaching of remote teams.
Advanced written and verbal business language communication skills are a must.
Personal QualitiesThe role requires interaction with colleagues and customers from diverse backgrounds; good communication skills and confidence in presenting information and technical data are essential.
The role will involve customer interaction and local aftersales meetings, so candidate shall be business presentable and comfortable dealing with customers - either remotely or face to face.
Able to work to tight deadlines and be flexible in approach to work.
Current Employees apply HERECurrent Contingent Workers apply HERESearch 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:
RegularRelocation:
No relocationVISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Shift:
Valid Driving License:
Hazardous Material(s):
SummaryLocation:
GBR - County Durham - Stanley; USA - New Jersey - Madison (Giralda); AUS - Queensland - Capalaba (33 Neumann Rd); ISR - North Central District - NetanyaType:
Full time.
Estimated Salary: $20 to $28 per hour based on qualifications.
As software experts the team will have multiple responsibilities within the Global support group and a network of relationships throughout the organization that will enable them to carry out the principal tasks of preventative monitoring, specialist s diagnostics, fixes, and advanced knowledge transfer.
The Software Support group will work closely within their network of connections in the development and evolution of our company aftersales capabilities.
The role of the Software Support lead will be to manage this team and be responsible for developing & motivating the team by providing clear direction and coaching.
As part of the Technology support leadership team a key success factor will be to work closely with your peers to maintain our triage KPI management within a multiple geographic location using our CRM and additional tools and processes.
The Software support lead will organize the team to be part of our proactive support strategy, by connecting to our Proactive support suite and working on customer alerts.
The role will require a working relationship with the different Product and R&D teams, to discuss the needs and development of service and support tools for the use of local and above market aftersales teams.
Reporting directly to the Technology Support Lead you will be able to manage varied tasks with conflicting priorities and have high levels of leadership skills promoting an agile working environment for the team.
This role is also responsible for being the Software Support representative on R&D and Product software calls bringing forward the aftersales perspectives.
As part of the Technology Support team this department will have an active role in the product life cycle of products, the team will use their expertise to advise in the development, Product readiness & the launching of new productsDuties & ResponsibilitiesA strong and inclusive team leader, experience in the management of professional qualified staff, confident in both people leadership and customer empathy in an operational context.
To have strong connections and understanding of software language.
Ability to work across the internal teams to manage software needs, escalations and hotfixes.
To have the ability to hold technical discussions, with strategic influence, and lead key decisions and outcomes.
Highly developed interpersonal and influencing skills, and the credibility and ability to build excellent relationships and networks with key stakeholders across organization.
To promote a technology Swarming support model by organizing the team to actively connect and pass knowledge to different CX departments and beyond.
A flexible and adaptive leader with the ability to lead through change and pick up new and complex pieces of work, delivering with high standards and pace.
Develop and promote the team s effectiveness, efficiency, quality, and knowledge.
Qualifications and Experience.
Knowledge of networking principles and Python, Java SW Language.
Demonstrated effective analytical skills.
Experience with Salesforce CRM - AdvantageSignificant leadership experience within operational or client-facing environments.
Comfort and experience to coordinate cross-functional work teams.
Experience in managing and coaching of remote teams.
Advanced written and verbal business language communication skills are a must.
Personal QualitiesThe role requires interaction with colleagues and customers from diverse backgrounds; good communication skills and confidence in presenting information and technical data are essential.
The role will involve customer interaction and local aftersales meetings, so candidate shall be business presentable and comfortable dealing with customers - either remotely or face to face.
Able to work to tight deadlines and be flexible in approach to work.
Current Employees apply HERECurrent Contingent Workers apply HERESearch 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:
RegularRelocation:
No relocationVISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Shift:
Valid Driving License:
Hazardous Material(s):
SummaryLocation:
GBR - County Durham - Stanley; USA - New Jersey - Madison (Giralda); AUS - Queensland - Capalaba (33 Neumann Rd); ISR - North Central District - NetanyaType:
Full time.
Estimated Salary: $20 to $28 per hour based on qualifications.
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