Job Overview
We are seeking a Technical Lead to oversee the Identification Portfolio. This role will be responsible for providing technical support, managing customer complaints, and driving process improvements.
Key Responsibilities:
* Provide technical support to internal teams, sales, retail partners, farmers, and customers.
* Manage customer complaints using CRM and ERP systems; maintain accurate data and records.
* Investigate product complaints and failures; report internally and to relevant external parties; conduct on-farm visits when required.
* Measure and report on complaints; work with Quality Assurance, regional, and global teams to escalate issues and drive resolutions.
* Identify and implement process and workflow improvements for below-expectation product performance.
* Prioritize and coordinate technical support to ensure timely, customer-centric service.
* Support launches, upgrades, and improvements; assess market suitability, risks, and benefits; provide technical recommendations.
* Collaborate with cross-functional teams to meet business objectives and foster high performance.
* Champion innovative, technology-enabled ways of working; define and track metrics for efficiency and service improvement.
* Maintain high standards of communication and cooperation with sales, marketing, finance, technical, and operations teams.
* Evaluate resource allocation effectively, efficiently, and profitably.
* Operate in line with commercial procedures, sound business practice, and delegated authority.
Required Skills and Qualifications:
* Proven technical experience in animal health, livestock equipment, identification, and traceability.
* Customer service experience in animal health, with a focus on complaint handling and relationship management.
* Proficient with CRMs (e.g., Salesforce) and other business systems.
* Strong analytical and problem-solving skills, with the ability to manage competing deadlines and fast-track urgent orders.
* Clear, compliant communication within company guidelines.
* Excellent data entry and attention to detail.
* Experience with regulatory processes or regulated environments.
* Skilled in turning negative experiences into positive outcomes.
* Strong understanding of agriculture, particularly sheep production.
* High organizational skill, with flexibility and agility under pressure.
* Effective collaborator with strong interpersonal skills, able to engage at all levels.
* Results-driven with a passion for customer satisfaction.
* Committed to improving customer experience across all touchpoints.
* Sound judgement, decisive decision-making, and problem-solving using evidence-based reasoning.
* Strategic and innovative thinker focused on technical deliverables.
* Demonstrated success collaborating across functions and geographies.
Benefits:
* Opportunity to work in a dynamic and growing industry.
* Chance to develop skills and expertise in animal health and identification.
* Collaborative and supportive team environment.
* Competitive compensation and benefits package.
* Professional development opportunities.