About the role
Key purpose: To ensure our Animal Management (AM) customers receive outstanding post-sale product support from our network of Customer Technical Service (CTS) teams in North and South America. This is an in-office role based our of our Riverside, MO office and requires the ability to Speak both Spanish and English.
In Particular, This Tier 2 Role Will
- Develop technical understanding of Gallagher software/cloud products & services; their integration to Gallagher hardware products & systems; & their ability to deliver business value to our farmer customers.
- Empower our CTS teams (Tier 1) with knowledge and tools so they can independently support our farmer customers; and
- Support our CTS teams by resolving issues and opportunities they cannot manage themselves. This may include drawing appropriately on our Tier 2 (Global Product Support) in New Zealand.
What You'll Be Doing
- Provide expert Tier 2 technical support, troubleshooting complex software, hardware, and system integration issues.
- Train and enable Customer Technical Services (CTS) teams through product knowledge, technical guidance, and support resources.
- Manage and resolve escalated issues, ensuring timely triage, documentation, communication, and coordination with Product, R&D, and IT teams.
- Develop and maintain technical documentation, troubleshooting guides, training materials, and support tools.
- Support software releases by understanding new features, validating changes, and preparing customer-facing teams for successful adoption.
- Drive continuous improvement of support processes, knowledge sharing, and customer service excellence through proactive collaboration and a solutions-focused approach.
What You'll Bring Qualifications and / or Experience:
- Fluent in Spanish (written and spoken). Other languages are desirable.
- A relevant software technical qualification and/or equivalent industry experience.
- Proven experience in using and supporting technology and problem solving to root-cause.
- Proven experience in database debugging using SQL queries.
Skills & Competencies
- Strong problem-solving skills with the ability to identify and resolve root causes.
- Customer-focused mindset with a passion for training, support, and delivering practical solutions.
- Proven ability to advocate for customers and drive continuous improvement.
- Excellent organizational skills, including prioritization, progress tracking, and results communication.
- Strong verbal and written communication skills, with the ability to translate complex technical concepts into clear, understandable information.
- High emotional intelligence and the ability to effectively work with diverse individuals, backgrounds, and skill levels.
- Analytical and conceptual thinker with the ability to understand interconnected systems and apply knowledge to new situations.
- Adaptable and flexible, with the ability to manage multiple priorities in a fast-paced, evolving environment.
- Curious and motivated to learn, with a desire to understand customer needs, business drivers, and industry trends.
- Knowledge of farming operations, agricultural technology, and agricultural business practices preferred.
- Proficient in Microsoft Office and business systems such as CRM and ERP platforms.
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