Job Description
About Gallagher
Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses, but our purpose also means we care deeply about our people and their families.
With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe—and exports to more than 160 countries—we provide unrivalled, globally focused career pathways.
The Opportunity
To be the go-to expert for Gallagher product hardware solutions, supporting the local technical teams with deep product knowledge, troubleshooting expertise, and support tools. You will empower, train, and support our Customer Technical Service (CTS) teams (primarily in Latin & North America) so that our end-user customers can receive exceptional post-sale service.
In particular, this Tier 2 Technical Customer Support role will:
- Develop technical understanding of Gallagher 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 best-practice knowledge, tools, and processes 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 3 (Global Product Support)
- Develop deep technical knowledge of Gallagher product hardware and integrated systems and processes.
- Serve as an escalation resource for technical product queries and insights.
- Participate in the creation and dissemination of technical support material.
- A close working relationship exists with our key Customer Technical Services (CTS) teams (e.g. regular conference calls).
- CTS teams have a clear understanding of Gallagher expectations (e.g. via Gallagher policies, guidelines, training, accreditation, etc.)
- CTS teams receive prompt and appropriate responses to technical product questions.
- CTS teams are safely & competently repairing & supporting Gallagher products.
- CTS teams are well trained on Gallagher Hardware solutions; how they integrate with various Gallagher software & IT systems; and how CTS teams can best support end-users.
- CTS teams understand potential product issues and understand appropriate resolutions. (Service Notes, known fault data bases, etc.)
- CTS teams can diagnose potential customer issues; and (wherever possible) resolve such issues themselves.
- Appropriate issue management includes (a) triaging within one business day; (b) assigning an appropriate business priority; (c) clarifying the exact nature of the issue (e.g. determining steps to recreate); (d) resolving the issue; and (e) appropriately documenting all actions and findings.
- Issues not resolved within an appropriate timeframe are escalated to the relevant Tier 2/3 team (e.g. R&D, IS, etc.) and being managed by the appropriate management process
- Tier 1 teams are kept well informed on issues of significant interest to them (e.g. nature/cause of issue; expected timeframes for resolution; “workarounds”; etc.)
- Tier 2/3 stakeholders are kept well informed on significant issues and opportunities identified by the Tier 2 team (e.g. monthly activity reports).
- CTS teams are well informed and prepared for product releases (e.g. can order service parts, know how to repair; etc.)
- CTS teams are appropriately informed on product updates (hardware & software).
- CTS teams have access to appropriate reference/training media (e.g. repair manuals; troubleshooting guides; technical support guides; technical bulletins; etc.)
- Technical support media is clear, accurate and up to date.
- Technical support media can be easily located (e.g. via organized meta-data).
- CTS teams are equipped with appropriate tools. These may be sourced from Gallagher (e.g. i-series Xport app, Tech Support cloud portal, etc.) or from a third party (e.g. HV isolation tester; battery tester; TeamViewer; etc.)
- Support tools allow CTS teams to provide effective, practical, and timely support and troubleshooting to customers.
- Technical support media generated by others (e.g. regional support teams) has been appropriately reviewed, approved, and made available to CTS teams.
Qualifications and / or Experience:
- A relevant electronics qualification and/or equivalent industry experience
- Fluent Spanish (written and spoken). Other languages are also desirable.
- Proven experience in using and supporting technology (e.g., electronic repairs, phone support, software solutions, etc..) and problem solving to root-cause.
- Proven experience in training and mentoring cross-functional teams.
Skills / Competencies:
- Problem Solver. A practical “hands on” ability to understand and resolve the "root causes" of an issue.
- Customer Service. Passionate about helping customers via training and practical problem solving.
- Customer Advocate. Always advocating for customers and not afraid to challenge traditional methods.
- Organizer. An ability to work with teams to prioritize work based on impact and value. Be able to track, monitor & communicate success rates, and gather feedback.
- Communicator. An ability to listen, work, and communicate across all levels of the organization (verbal and written). A strong ability to understand and convey complex technical issues in a simple and understandable form.
- Emotionally Intelligent (EQ). An ability to engage effectively with a variety of cultures, personality types, and personal knowledge/abilities (e.g. technical, business, farming, etc.)
- Conceptual Thinker. Ability to understand how systems and ideas link together logically and consistently; and to quickly apply that knowledge to new or related situations.
Why Gallagher?
At Gallagher, we foster a supportive and family-friendly work environment where innovation and people come first. We offer:
- Medical, Dental, Vision, Disability and Life insurance, Wellness initiatives, Employee Assistance Program, 401K match and PTO
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