Intelligence Solutions Support Manager

at Merck in Dover, Delaware, United States

Job Description

Job Description

New hires in office-based roles in the US & Puerto Rico will be required, subject to applicable law, to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption to this vaccination requirement that can be accommodated without an undue burden to the operation. However, subject to applicable law, employees working in roles that the Company determines require routine collaboration with external stakeholders, such as employees in health services, customer facing commercial, or research-based roles, will be required to be fully vaccinated as a condition of employment.

Our Territory Representatives interact face to face with our customers, understand their needs and consult to offer the right solutions. We work collaboratively in Field Sales Teams and play a critical role in supporting our customer centric business model.

Allflex Livestock Intelligence, part of our company’s Animal Health-Intelligence, is the world leader in the design, development, manufacturing and delivery of solutions for animal identification, monitoring and traceability. Our data-driven solutions are used by farmers, companies and countries to manage hundreds of millions of animals worldwide. By putting intelligent, actionable management information into farmers’ hands, our solutions empower them to act in a timely manner to safeguard their animals’ health and wellbeing, while achieving optimal production outcomes for a healthy food supply.

As the largest provider of animal identification technology, we meet growing customer needs by providing over 500 million tags for identifying, tracking and monitoring animals every year and we monitor over 5.5 million cows daily, which allows access to real-time, actionable data and insights to help improve or enhance animal management and health outcomes.

With over 60 years of experience and around 1,900 team members worldwide, we have a global network of experts, each with a great depth of experience and unparalleled knowledge, who provide a valuable resource to farmers, companies and countries. Allflex Livestock Intelligence has manufacturing and technology subsidiaries in North America, Europe, Israel, South America, China, Australia and New Zealand. Our products are distributed in over 100 countries.

Through its commitment to the Science of Healthier Animals® , our company’s Animal Health offers veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. Our company’s Animal Health is dedicated to preserving and improving the health, well-being and performance of animals and the people who care for them.

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Job Description :

As part of the Animal Health Intelligence Team, the Intelligence Solutions Support Manager is responsible for leading a team tasked with providing exceptional customer experience and satisfaction with ID and Intelligence sensor technology products in various types of livestock applications. This role will establish and maintain customer support activities from initial delivery and installation to on-going service and support through a tiered approach. As a people manager, the Intelligence Solutions Support Manager is responsible for the development of a diverse and inclusive team of installation and customer support employees. The successful candidate will partner with the Associate Director of Intelligence Solutions Support to establish a culture that promotes innovation, continuous improvement, and a customer-focused mindset.

Primary Responsibilities:

+ Manage the day-to-day operations of the field-based installation and tier one support team.

+ Develop, coach, and retain team members based on company talent and performance processes. Provides expertise and support to the team to achieve monthly/weekly targets

+ Meet and exceed customer needs through successful installation, commissioning and maintenance of animal intelligence hardware and software.

+ Use CRM to track and document support calls for failure analysis and escalation

+ Work with project management to assess resource availability, capability and manage installation teams.

+ Investigate and recommend actions for customer complaints.

+ Provide business development support including proposal writing, and presentation support where necessary.

+ Assist with testing, quality control and documentation.

+ Review market needs with local and global commercial and R&D teams to understand customer needs.

+ Document and resolve product warranty failures to improve products and customer satisfaction.

+ Ensure the integrity of projects thru proper scheduling, inventory control and budgeting.

+ Maintain departmental processes and procedures and review and updated as required.

+ Identify opportunities for potential sales of additional Animal Health Intelligence and biopharma product lines.


+ Customer Satisfaction Index in Identification and Intelligence products – After Sales Support

+ “Time to reaction and close” for customer support service tickets


+ Internally – Head of Cattle Marketing, Customer Support Team including Customer Representatives, Customer Training and Development, Sales, Animal Intelligence team, Global R&D and MAH Technical Services Team

+ Externally – End Customers, Dealers and Distributors

Working Conditions:

+ Working around production livestock in open areas, pens, alleyways, and harvest facilities.

+ Inclement weather

+ Possible exposure to blowing dust, chemical fumes, and cleaning solvents

+ Occasional lifting of up to 75lbs

+ Standing for long periods

+ The use of ladders and other types of equipment

+ Travel expectations up to 50%

Qualifications and Skills Required:

Have a strong knowledge of electronics, monitoring, milking equipment, sort gates and RFID technology, as well as Biopharma solutions. Experience in using Digital and Analog test equipment. Possess a strong electrical and mechanical aptitude and the ability to read schematics and interpret mechanical drawings.

+ Bachelor of Science degree in the field of agriculture, engineering, a related field, or 4 years equivalent professional work experience.

+ Proficient knowledge of business practices and ethics.

+ Experience in communicating complex technical solutions and presenting benefits of a product or service to livestock producers.

+ An understanding of production agriculture and/or animal health or food safety programs.

+ Excellent computer skills, in particular Microsoft Windows and Microsoft Office, and experience with on-farm herd management software.

+ Excellent written and oral communications skills.

+ Ability to work both individually and in a team environment.

+ Excellent organization skills and ability to multitask and take on new responsibilities.

+ Ability to manage multiple projects and prioritize accordingly.

+ Demonstrated ability to lead, motivate, and develop a team.

+ Valid U.S. motor vehicle driver’s license without restriction.

Leadership Behaviors:

+ Foster Collaboration

+ Build Talent

+ Focus on the Customer

+ Demonstrate Ethics and Integrity

+ Drive Results

+ Act with Courage & Candor

+ Make Rapid Disciplined Decisions

Professional Competencies:

+ Working across boundaries

+ Productive Communication

+ Business & Financial Acumen

+ Project Management

+ Problem Solving

+ Strategic Thinking

Core Commercial Functional Competencies:

+ Account Management

+ Customer & Market Insights

+ Product Knowledge and Portfolio Management

+ Customer Engagement

+ Regulatory and Compl

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Job Posting: JC214035502

Posted On: May 20, 2022

Updated On: Jun 11, 2022