Job Description
Education and Experience:
3+ years of experience in similar technical support and livestock solutions roles.
Bachelor's degree or technical qualification in Engineering, Information Technology, Electronics, Mechatronics, Telecommunications, Animal Science, Veterinary Medicine, Agribusiness, or a related field; equivalent relevant experience may be considered.
Intermediate English.
Availability to travel and move around the area: Queretaro, San Luis, Jalisco, Guanajuato, etc.
Job Description:
Act as the primary point of contact for technical support nationwide for the Technological Solutions portfolio, providing agile customer service, diagnostics and troubleshooting, field service, and incident resolution to ensure customer satisfaction, solution reliability, and an exceptional experience.
Key Responsibilities:
Provide first-line support and technical assistance through authorized channels.
Manage support cases from receipt through resolution, documentation, and closure.
Diagnose and troubleshoot issues related to software, hardware, connectivity, and technology.
Escalate and coordinate complex technical cases with regional and global support teams.
Perform on-site support, installations, diagnostics, repairs, and field technical services.
Monitor and prioritize support requests based on severity, customer impact, and business risk.
Collaborate with Customer Success, Commercial, and Technical Services teams to improve customer outcomes.
Identify recurring issues, root causes, and opportunities for continuous improvement.
Contribute to knowledge management, self-service resources, and support documentation.
Ensure compliance with company policies, service processes, data governance, and quality standards.
Additional location(s) Compensation Information:
Required Skills:
Account Management, Adaptability, Channel Partner Management, Lead Generation, Market Analysis, Product Knowledge, Revenue Maximization, Sales Forecasting, Sales Negotiations, Sales Process Management, Sales Reporting, Sales Strategy Development, Sales Training, Swine Production, Veterinary Medicine
Preferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
Search 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:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
50%
Flexible Work Arrangements:
Not Applicable
Shift:
Not Indicated
Valid Driving License:
Yes
Hazardous Material(s):
na
Job Posting End Date:
10/30/2026
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.