Tier 2 Customer Support Specialist, APSA
Ho Chi Minh City, Ho Chi Minh, VNM
6 giờ trước

Job Description

Tier 2 Customer Support Specialist, APSA


Exciting opportunity to work directly with a Global Biopharma

Based in South East Asia Region

Be part of Our Company Animal Health Intelligence team as a support to Southeast Asia Regions

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities.

We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.


The Tier 2 customer support will work operationally across the Southeast Asia Region with Customers, Dealers and Partners reporting to the MAHI Technical Manager, APSA

This role is responsible for delivering in market support to customers, Supporting site surveys & installations activities, customer onboarding, technology support and Training for MAHI Portfolio.

The Tier 2 customer support specialist will serve as an escalation point for handling issues raised by local Tier 1 teams and Distributors.

The Tier 2 customer support specialist will work closely with local commercial teams, supporting sales initiatives.

A key success factor of this role will be your proactive relationship with local market and Regional Technical support teams by showing your extensive technical product knowledge and ability to work to strict deadlines and structures required with product software launches and upgrades.

The successful candidate should be a key participant in Regional technical team meetings by bringing forward high levels of customer focus and providing customer feedback from the local countries.

Primary activities include, but are not limited to :

Technology escalation management managing Software and Hardware escalations from the field

Supporting onsite site survey and installation activities

Remote and Onsite customer training, during and post customer onboarding

Proactive monitoring of trends and technical issues

Value added services- identify opportunities for upgrades, upsells and additional services.

Ensure all hazards and environmental aspects in their area are identified, documented, assessed and controlled in accordance with EHS procedures.

Ensure compliance with legal and other requirements.

Assist in the development of EHS objectives, targets and performance indicators, establish EHS improvement projects and review progress.

Ensure all employees receive such EHS information, instruction, training and supervision as is necessary to perform their work in a manner that is safe and without significant risk to health or the environment.

Ensure compilation of EHS reports as required by senior management, regulatory authorities and others.

Identify and record EHS monitoring requirements and implement appropriate monitoring.

Ensure scheduled audits and inspections (for which you are responsible) are conducted and necessary corrective actions are developed and completed.


To be successful in this role, you will have :

Based in Southeast Asia

3+ years in a Tier 2 or above, Technical Support related role at a global company.

Software and hardware troubleshooting capabilities

Customer-oriented with excellent communication (English - written and verbal) and interpersonal skills.

Technically adaptive, ability to learn new solutions, features / functionality, and communicate those in a value-added way to internal teams.

Continuous learning mindset and detail-oriented approach.

Ability to prioritize and switch between a variety of time-sensitive issues.

Creativity and ability to think outside the box.

Multi-tasking, self-learning, highly motivated and a team player.


Opportunities across various functional group within biopharmaceutical manufacturing

Diverse and dynamic team that focuses on development and success.

Our Animal Health division is a trusted global leader in veterinary medicine, dedicated to the health and well-being of animals.

We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society and our planet.

We offer one of our industry’s most innovative portfolio of products, services and technologies that serve to prevent, treat, and control diseases across all major farm and companion animal species.


We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases.

Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.


Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity.

You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time.

Our team is constantly evolving, so if you are among the intellectually curious, join us and start making your impact today.

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

Current Contingent Workers apply

Search Firm Representatives Please Read Carefully

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.

Employee Status : Regular

Relocation : No relocation

VISA Sponsorship :

Travel Requirements :

Flexible Work Arrangements :

Shift :

Valid Driving License :

Hazardous Material(s) :

Number of Openings :

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