Virtual Fencing Specialist

About the role

You will serve as the central technical authority for virtual fencing operations within Tier 3, owning the resolution of the most complex issues that arise in the field. This position requires you to act as a strategic bridge, filtering escalations between Tier 2 support and Guidance Operations to maintain operational clarity. Your core focus will be on elevating the diagnostic capability of Tier 2, ensuring they grow their independence while you handle the outliers. You will take direct ownership of problem-solving, avoiding delegation and instead driving solutions from initial assessment to final implementation. A significant part of your role involves proactive fieldwork, where you will conduct on-site visits to understand the nuanced realities of cattle behavior and farm environments. You will be responsible for documenting these insights by creating and maintaining playbooks, knowledge bases, and training resources to empower the broader team. Collaboration with the escalations team will be essential when virtual fencing challenges intersect with wider customer health or operational concerns. You will provide critical feedback loops to Guidance Operations, translating on-the-ground observations into systemic improvements. This role demands a continuous learning mindset to keep pace with evolving virtual fencing hardware, software, and agricultural best practices. Ultimately, you will foster a culture of knowledge sharing and excellence, ensuring the long-term reliability and success of the virtual fencing system.

Key facts

What you'll do

• Supervise the quality of Tier 2's management of virtual fencing challenges, stepping in to rectify any deficiencies and elevate diagnostic standards.
• Act as a critical checkpoint between Tier 2 and Guidance Operations, ensuring that only genuinely complex issues are forwarded with complete diagnostics.
• Collaborate closely with Guidance Operations to tackle the most difficult virtual fencing issues, taking ownership of the solutions rather than simply passing them along.
• Conduct on-site visits to farms when necessary to gain firsthand insight into issues, rather than relying solely on secondhand reports.
• Work in conjunction with the escalations team when virtual fencing challenges overlap with broader customer health issues.
• Create and refine knowledge resources, playbooks, and training materials to empower Tier 2 to resolve virtual fencing challenges autonomously.
• Develop a comprehensive understanding of the virtual fencing system and cattle interactions to effectively identify and address problems.
• Provide valuable feedback to Guidance Operations regarding patterns and root causes observed in the field to enhance overall operational efficiency.
• Engage in continuous learning and stay updated on advancements in virtual fencing technology and agricultural practices.
• Foster a culture of knowledge sharing and collaboration within the team to enhance overall performance.
• Monitor and report on the effectiveness of solutions implemented to ensure continuous improvement in processes.
• Analyze recurring failure points within the virtual fencing grid to identify trends that require systemic intervention.
• Translate complex technical data into clear, actionable guidance for field technicians and farm managers.
• Lead targeted training sessions to upskill Tier 2 staff on advanced troubleshooting methodologies.
• Evaluate the performance metrics of virtual fencing deployments to optimize boundary configurations.

Requirements

• Demonstrated experience in customer-facing roles, preferably within agriculture, veterinary services, hospitality, or retail sectors.
• A strong dedication to delivering outstanding customer experiences, ensuring that farmers feel supported and informed throughout their interactions.
• Exceptional communication abilities, with the skill to simplify complex information for diverse audiences.
• Strong analytical capabilities, with the aptitude to work with data to independently diagnose issues.
• A genuine interest in animal behavior, farming methodologies, technology, and the individuals involved in these fields.
• Capability to learn swiftly and adapt to fast-paced or uncertain environments.
• A calm and methodical approach to problem-solving, especially under pressure.
• Self-driven and able to make independent decisions while taking full ownership of assigned tasks.
• A collaborative spirit, thriving in teamwork and cross-functional partnerships.
• Willingness to travel within the Auckland region as required to support on-site operations.
• Eligibility to work in New Zealand without sponsorship, as the role is a full-time on-site position in Auckland.
• Commitment to working during standard business hours, with potential for occasional after-hours support during critical escalations.
• Adherence to company policies and safety protocols, particularly those related to field operations and data security.
• Professionalism and integrity in handling sensitive customer information and operational data.

Nice to have

• Familiarity with virtual fencing technology or related innovations in agriculture.
• Previous experience in training or mentoring roles within a customer service context.
• Knowledge of data analysis tools and techniques relevant to agricultural practices.

Practical notes

This is a full-time on-site position based in Auckland. The role requires travel within the Auckland region to perform on-site visits and support farm operations. As this is a New Zealand-based role, applicants must be eligible to work in New Zealand without the need for visa sponsorship. The position operates during standard business hours, although flexibility may be required to address critical escalations outside of these times. Halter is an equal opportunity employer and is committed to building a diverse and inclusive team. We encourage applications from candidates who may not meet every criterion but who demonstrate a strong passion for the role and the necessary aptitude. To be considered, please submit a cover letter detailing your interest in the Virtual Fencing Specialist role and your current curriculum vitae.