Gallagher
Overview
About Gallagher. Our purpose is ‘Protect what matters most’ and we live it every day. 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 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. Responsibilities
Develop technical understanding of Gallagher products & services; their integration to Gallagher hardware products & systems; & their ability to deliver business value to farmer customers. Empower CTS teams (Tier 1) with best-practice knowledge, tools, and processes so they can independently support our farmer customers; and Support CTS teams by resolving issues and opportunities they cannot manage themselves, including escalation to Tier 3 (Global Product Support) where needed. 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. Maintain a close working relationship with key CTS teams (e.g. regular conference calls). Ensure CTS teams understand Gallagher expectations (policies, guidelines, training, accreditation, etc.) Provide prompt and appropriate responses to technical product questions to CTS teams. Ensure CTS teams are safely and competently repairing and supporting Gallagher products. Ensure CTS teams are well trained on Gallagher hardware solutions and how they integrate with various Gallagher software & IT systems. Help CTS teams diagnose potential product issues and understand appropriate resolutions (service notes, known fault databases, etc.). Assist CTS teams in diagnosing customer issues and resolving them where possible. Practice appropriate issue management: triage within one business day; assign priority; clarify the issue; resolve; and document actions and findings. Escalate unresolved issues to relevant Tier 2/3 teams and ensure they are managed through the appropriate processes. Keep Tier 1 and Tier 2/3 stakeholders informed about significant issues and opportunities (e.g. reports, timeframes, workarounds). Ensure CTS teams are informed and prepared for product releases (order service parts, repair procedures, etc.). Keep CTS teams updated on product updates (hardware & software) and provide access to reference/training media (manuals, troubleshooting guides, bulletins, etc.). Ensure technical support media is clear, accurate, up to date and easily locatable. Provide CTS teams with appropriate tools (e.g. i-series Xport app, Tech Support cloud portal, etc.) or third-party tools as needed. Ensure support tools enable effective, practical, and timely customer support and troubleshooting. Review and approve technical support media generated by others before release 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 — practical hands-on ability to understand and resolve root causes Customer Service — passionate about helping customers via training and practical problem solving Customer Advocate — always advocating for customers and challenging traditional methods Organizer — ability to prioritize work by impact and value; track, monitor, and communicate success Communicator — ability to listen, work with, and explain complex technical issues clearly Emotionally Intelligent (EQ) — engaging effectively with diverse cultures and knowledge bases Conceptual Thinker — understands how systems and ideas link together and applies knowledge to new 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 Details
Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Software Development
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About Gallagher. Our purpose is ‘Protect what matters most’ and we live it every day. 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 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. Responsibilities
Develop technical understanding of Gallagher products & services; their integration to Gallagher hardware products & systems; & their ability to deliver business value to farmer customers. Empower CTS teams (Tier 1) with best-practice knowledge, tools, and processes so they can independently support our farmer customers; and Support CTS teams by resolving issues and opportunities they cannot manage themselves, including escalation to Tier 3 (Global Product Support) where needed. 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. Maintain a close working relationship with key CTS teams (e.g. regular conference calls). Ensure CTS teams understand Gallagher expectations (policies, guidelines, training, accreditation, etc.) Provide prompt and appropriate responses to technical product questions to CTS teams. Ensure CTS teams are safely and competently repairing and supporting Gallagher products. Ensure CTS teams are well trained on Gallagher hardware solutions and how they integrate with various Gallagher software & IT systems. Help CTS teams diagnose potential product issues and understand appropriate resolutions (service notes, known fault databases, etc.). Assist CTS teams in diagnosing customer issues and resolving them where possible. Practice appropriate issue management: triage within one business day; assign priority; clarify the issue; resolve; and document actions and findings. Escalate unresolved issues to relevant Tier 2/3 teams and ensure they are managed through the appropriate processes. Keep Tier 1 and Tier 2/3 stakeholders informed about significant issues and opportunities (e.g. reports, timeframes, workarounds). Ensure CTS teams are informed and prepared for product releases (order service parts, repair procedures, etc.). Keep CTS teams updated on product updates (hardware & software) and provide access to reference/training media (manuals, troubleshooting guides, bulletins, etc.). Ensure technical support media is clear, accurate, up to date and easily locatable. Provide CTS teams with appropriate tools (e.g. i-series Xport app, Tech Support cloud portal, etc.) or third-party tools as needed. Ensure support tools enable effective, practical, and timely customer support and troubleshooting. Review and approve technical support media generated by others before release 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 — practical hands-on ability to understand and resolve root causes Customer Service — passionate about helping customers via training and practical problem solving Customer Advocate — always advocating for customers and challenging traditional methods Organizer — ability to prioritize work by impact and value; track, monitor, and communicate success Communicator — ability to listen, work with, and explain complex technical issues clearly Emotionally Intelligent (EQ) — engaging effectively with diverse cultures and knowledge bases Conceptual Thinker — understands how systems and ideas link together and applies knowledge to new 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 Details
Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Software Development
#J-18808-Ljbffr