Key purpose: To ensure our Animal Management (AM) customers receive outstanding post-sale product support from our network of Customer Technical Service (CTS) teams in North and South America. This is an in-office role based our of our Riverside, MO office and requires the ability to Speak both Spanish and English.
In particular, this Tier 2 role will:
A. Develop technical understanding of Gallagher software/cloud products & services; their integration to Gallagher hardware products & systems; & their ability to deliver business value to our farmer customers.
B. Empower our CTS teams (Tier 1) with knowledge and tools so they can independently support our farmer customers; and
C. Support our CTS teams by resolving issues and opportunities they cannot manage themselves. This may include drawing appropriately on our Tier 2 (Global Product Support) in New Zealand.
WHAT YOU'LL BE DOING:
Provide expert Tier 2 technical support, troubleshooting complex software, hardware, and system integration issues.
Train and enable Customer Technical Services (CTS) teams through product knowledge, technical guidance, and support resources.
Manage and resolve escalated issues, ensuring timely triage, documentation, communication, and coordination with Product, R&D, and IT teams.
Develop and maintain technical documentation, troubleshooting guides, training materials, and support tools.
Support software releases by understanding new features, validating changes, and preparing customer-facing teams for successful adoption.
Drive continuous improvement of support processes, knowledge sharing, and customer service excellence through proactive collaboration and a solutions-focused approach.
WHAT YOU'LL BRING:
Qualifications and / or Experience:
Fluent in Spanish (written and spoken). Other languages are desirable.
A relevant software technical qualification and/or equivalent industry experience.
Proven experience in using and supporting technology and problem solving to root-cause.
Proven experience in database debugging using SQL queries.
Skills & Competencies
Strong problem-solving skills with the ability to identify and resolve root causes.
Customer-focused mindset with a passion for training, support, and delivering practical solutions.
Proven ability to advocate for customers and drive continuous improvement.
Excellent organizational skills, including prioritization, progress tracking, and results communication.
Strong verbal and written communication skills, with the ability to translate complex technical concepts into clear, understandable information.
High emotional intelligence and the ability to effectively work with diverse individuals, backgrounds, and skill levels.
Analytical and conceptual thinker with the ability to understand interconnected systems and apply knowledge to new situations.
Adaptable and flexible, with the ability to manage multiple priorities in a fast-paced, evolving environment.
Curious and motivated to learn, with a desire to understand customer needs, business drivers, and industry trends.
Knowledge of farming operations, agricultural technology, and agricultural business practices preferred.
Proficient in Microsoft Office and business systems such as CRM and ERP platforms.
Skills Required
- Fluent Spanish and English, written and spoken
- Relevant software technical qualification or equivalent industry experience
- Experience supporting technology and solving problems to identify root causes
- Experience debugging databases using SQL queries
- Strong technical troubleshooting and problem-solving skills
- Strong verbal and written communication skills
- Ability to train and support customer technical service teams
- Proficiency with Microsoft Office and CRM or ERP business systems
- Knowledge of farming operations, agricultural technology, and agricultural business practices
- Additional language proficiency
