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 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. You will empower, train, and support our Customer Technical Service teams so that our end-user customers can receive exceptional post-sale service.

About the Role

This role benefits from being an in-office role in the Riverside, MO office to work alongside the Technical Support team. In particular, the bi-lingual (English/Spanish) Technical Customer Support role will: 

• Develop technical understanding of Gallagher software/cloud products & services; their integration to Gallagher hardware products and systems; and their ability to deliver business value to our farmer customers.

• Empower our CTS teams (Tier 1) with knowledge and tools 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 2 (Global Product Support) in New Zealand.

• Build and maintain strong working relationships with Customer Technical Services (CTS) teams through regular collaboration and communication.

• Ensure CTS teams clearly understand and consistently apply Gallagher standards, policies, and technical expectations.

• Enable CTS teams to deliver timely, effective technical support through strong product knowledge, training, and access to tools and resources.

• Oversee the development, coordination, and quality of technical support content, ensuring materials are accurate, current, and easy to access.

• Ensure CTS teams are well equipped to diagnose, troubleshoot, and resolve customer issues, escalating appropriately when needed.

• Manage Tier 2 issue handling, including triage, prioritization, resolution, documentation, and escalation to Tier 3 teams when required.

• Maintain clear communication with Tier 1, Tier 2, and Tier 3 stakeholders on significant issues, resolutions, and trends.

• Partner with Product, R&D, and other teams to stay informed on upcoming software releases and ensure CTS readiness prior to launch.

What We’re Looking For

• Fluent Spanish (written and spoken). Other languages are also 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:

• 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.

• Flexible. Be willing to hit the ground running and be happy to take on a wide variety of work. As part of the AM Global Product Support team, you’ll be working across multiple teams and multiple projects, and you'll need to embrace constant change.

• Curiosity. A passion to deeply understand a business, its drivers, and customer needs. One of our values is ‘We help each other grow’ so we’re very supportive of helping you develop your skillset. Knowledge of farming business, farm practice, and farm technology is desirable.

• High level of computer literacy (e.g. Microsoft Office, CRMs, ERPs, etc.)

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