Tier 2 Customer Support Specialist, Apsa

**Tier 2 Customer Support Specialist, APSA**

**THE OPPORTUNITY**
- Exciting opportunity to work directly with a Global Biopharma
- Based in South East Asia Region
- Be part of Our Company Animal Health Intelligence team as a support to Southeast Asia Regions

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

**WHAT YOU WILL DO**

The Tier 2 customer support will work operationally across the Southeast Asia Region with Customers, Dealers and Partners reporting to the MAHI Technical Manager, APSA

This role is responsible for delivering in market support to customers, Supporting site surveys & installations activities, customer onboarding, technology support and Training for MAHI Portfolio.

The Tier 2 customer support specialist will serve as an escalation point for handling issues raised by local Tier 1 teams and Distributors.

The Tier 2 customer support specialist will work closely with local commercial teams, supporting sales initiatives.

Primary activities include, but are not limited to:

- Technology escalation management - managing Software and Hardware escalations from the field
- Supporting onsite site survey and installation activities
- Remote and Onsite customer training, during and post customer onboarding
- Proactive monitoring of trends and technical issues
- Value added services
- identify opportunities for upgrades, upsells and additional services.
- Ensure all hazards and environmental aspects in their area are identified, documented, assessed and controlled in accordance with EHS procedures.
- Ensure compliance with legal and other requirements.
- Assist in the development of EHS objectives, targets and performance indicators, establish EHS improvement projects and review progress.
- Ensure all employees receive such EHS information, instruction, training and supervision as is necessary to perform their work in a manner that is safe and without significant risk to health or the environment.
- Ensure compilation of EHS reports as required by senior management, regulatory authorities and others.
- Identify and record EHS monitoring requirements and implement appropriate monitoring.
- Ensure scheduled audits and inspections (for which you are responsible) are conducted and necessary corrective actions are developed and completed.

**WHAT YOU MUST HAVE**

To be successful in this role, you will have:

- Based in Southeast Asia
- 3+ years in a Tier 2 or above, Technical Support related role at a global company.
- Software and hardware troubleshooting capabilities
- Customer-oriented with excellent communication (English - written and verbal) and interpersonal skills.
- Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to internal teams.
- Continuous learning mindset and detail-oriented approach.
- Ability to prioritize and switch between a variety of time-sensitive issues.
- Creativity and ability to think outside the box.
- Multi-tasking, self-learning, highly motivated and a team player.
- Up to 50% Travel

**WHAT YOU CAN EXPECT**
- Opportunities across various functional group within biopharmaceutical manufacturing
- Diverse and dynamic team that focuses on development and success.

Our Animal Health division is a trusted global leader in veterinary medicine, dedicated to the health and well-being of animals. 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. We offer one of our industry's most innovative portfolio of products, services and technologies that serve to prevent, treat, and control diseases across all major farm and companion animal species.

**WHO WE ARE**

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**WHAT WE LOOK FOR**

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious