Training Team Manager

Job Description

Training Team Manager

• Permanent Full-time Opportunity potentially based anywhere in New Zealand
• Join a market leading, experienced and motivated team in a growing exciting market
• Provide input to shape the future of our high performing After Sales support team
• Manage and lead a team of training experts that deliver excellence in customer training and support

The Training Team Manager is responsible for implementing the after sales strategy to achieve customer satisfaction that supports revenue targets and drives growth. The Training Team Manager is required to have a focus on all aspects of the customer experience once they have purchased a SenseHub technology solution (formally known as Allflex). We are looking for a natural problem solver that is happy to work in a high energy environment and committed to understanding our product and our customer’s needs.

What You Will Do

Aftersales Support Strategy

• Work closely with both the Service Desk and Field Technical Leads to execute the Aftersales team strategy with the aim of ensuring excellence in customer support.
• Carry out and coordinate the delivery of training and support making best use of the resources within the training team.
• Support fault finding of hardware and software systems.
• Liaising, reporting and testing in conjunction with colleagues and our dealer network as required.
• Maintaining a clear list of issues that are to be resolved, when, where and by whom and relating to what customers and ensure excellent customer communication is maintained.
• Supporting technical team in implementing hardware, firmware and software updates and minor repairs to equipment.
• Liaising with other stakeholders to interface to drafting systems or software systems.
• Ensuring a high level of product knowledge is maintained of the product range. Developing training materials and carrying out training and upskilling to new and existing staff & our business partners to ensure we maintain a high level of product knowledge.
• Ensure all end users, staff and business partners are aware of software improvements, new releases and new features.
• Attending shows, conferences, field days, training sessions and various sales promotion activities as required.
• Assisting the sales team with promotional activities when appropriate such as sales presentations to individual or groups of farmers and supporting dealers at field days or trade shows.
• Maintain a list of software development priorities which captures the technical and end user needs of the local market.
• Coordinate training and support requirements for user experience trials for incoming technology or software updates.

Staff Training

• Provision of training/assistance to staff members in accordance with company and relevant quality standards requirements.
• Ensure all direct reports have a robust Employee Development Plan in place.
• Identification of own training needs and action these needs through development planning process.
• Ensure all staff are trained and fully utilise the company CRM system applicable to after sales support.

Customer Relations

• Develop and maintain effective relationships with customers, producers, and team members.
• Provide account focused activities to work closely with end-users, and key influencers to achieve the required level of product knowledge to differentiate technology solutions.
• Identify, establish, and maintain strategic personal relationships with industry figures other than the customer base.

What You Must have

• Bachelor’s degree or relevant tertiary qualification in Agriculture or similar.
• Minimum 3-year people management or relevant industry experience.
• Excellent communication skills – written and verbal.
• Excellent analytical skills.
• Strong customer focus.
• An ability to engage at various technical and operational levels.
• Ability to develop technical and training resources.
• Strong understanding of New Zealand agricultural industries, in particular dairy farming systems.
• Full, current NZ driver’s license.
• Strong leadership capability and ability to effectively model the company Leadership Behaviours.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply HERE

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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. 

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