TPS Specialist
Technical Product Support Specialist
Using field-verified data science models, Bayer is shaping the future of sustainable agriculture across 220 million acres worldwide and counting. Representing the digital farming arm of Bayer Crop Science, we have the benefits and resources of an established organization while offering employees the opportunity to deliver significant individual impacts alongside some of the brightest minds in life sciences. Grounded in our vision, ‘Health for all, Hunger for none’, our diverse team spends their days solving the world's most pressing challenges through sheer curiosity and dedication. In our learning-oriented and flexible environment, you can find us collaborating in a hybrid model that mixes on-site and remote work.
As part of our Digital New Value Team, the Technical Product Support role is responsible for our Level 2 support, providing best-in-class technical support for all Climate FieldView Products and digital products in North America. In collaboration with the Product and Engineering teams, you will be involved in product improvement, testing processes for our platform, and future enhancements. You will also support our Level 1 Product Generalist team with classroom style training, field technical questions from cross-functional teams, and lead communications for technical product updates or issues that may arise.
YOUR TASKS AND RESPONSIBILITIES
The primary responsibilities of this role are to:
Troubleshoot escalated technical issues to establish the root cause of problems and form a solution or workaround across a wide range of agricultural software and hardware environments
Develop and maintain in-depth product knowledge for all digital products including NBM and Climate Fieldview
Become the subject matter expert for key Climate FieldView products and triage all level 2 escalations for those products
Develop and facilitate seasonal product training for other internal Support teams
Reproduce customer issues and if necessary, file bug reports, escalate cases to Product Management and/or Engineering, and provide necessary documentation via JIRA
Collaborate weekly with Product and Engineering Managers to analyze and review current issues and future product needs. Use this information to proactively assist in prioritizing the product development workflow
Collaborate with Product Management, Marketing and other cross-functional teams to generate and edit content for technical publications including SOP’s, operator and installation manuals, technical and service bulletins, knowledge center articles, and product instructions
Monitor and analyze weekly support workload data (Salesforce, Talkdesk, JIRA) and share relevant trends with cross-functional leadership teams
Thoroughly test and develop troubleshooting steps for alpha/beta products to ensure a positive customer experience once released into production
Provide evening/weekend support as needed during peak planting and harvest season
Monitor support channels and provide timely feedback to Bayer Field team members
WHO YOU ARE
Bayer seeks an incumbent who possesses the following:
Required:
Bachelor's degree in Agricultural Studies, Business, Agronomy or related field
3+ years of postgraduate work experience required
1+ year of work experience in a customer support role (in person or over the phone)
Agriculture industry experience
Preferred:
1+ year of experience in supporting precision agriculture products
Basic mechanical skills and knowledge of Farm Management Information Systems
Experience with software support and software development is a plus
Solid foundational knowledge of Climate Fieldview operations
Excellent time management and creative problem-solving skills
Strong interpersonal skills and ability to communicate and present to groups
Strong writing and verbal communication skills
Positive attitude & highly motivated
Flexible to adapt as priorities change
Computer skills: Apple hardware (MacBook, iPad, iPhone), Salesforce, JIRA, Microsoft Office products
Employees can expect to be paid a salary of approximately between $56k to $83k. Additional compensation may include a bonus or commission. Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.
This posting will be available for application until at least 1/28.
Application Period:1/20-1/28Reference Code:837256 Division:Crop Science Location:United States : Missouri : Creve Coeur Functional Area:Customer Operations and Support Position Grade:unknown Employment Type:Regular Work Time:Fulltime Contact Us AddressTelephoneE-Mail200127Internal *8080cnrecruiting@bayer.comShanghaiExternal 400 012 2021