Customer Technical Support Manager

03 Oct 2017
02 Nov 2017
Contract Type
Full Time
ROLE TITLE: Technical Manager – Customer Support
REPORTING TO: Head of Product Technology
Role Purpose: Primarily responsible for developing & maintaining technical relationships across a broad range of new and existing customers. Working closely with our internal Business Managers to delivery excellence and enable continued growth.
Key Accountabilities & Responsibilities
• Work closely with the Head of Product Technology and the Direct Sales team to deliver agreed goals.
• Support the tender process in providing accurate & timely product information.
• Provide product specifications and policy information to the Product Sales team as required.
• Develop an understanding of customer technical requirements at an early stage.
• Clearly communicate customer requirements & expectations to all relevant internal stakeholders.
• Complete customer documentation (audit questionnaires, specification requests) to agreed timescales.
• Facilitate supplier audits with customers.
• Support customer audits at relevant Brakes locations.
• Work closely with the procurement team to agree specific parameters for JIT and direct supply opportunities.
• Work closely with the supplier facing category technical managers to respond to and lead continuous improvement of systems and procedures.
• Ensure the timely resolution to customer technical issues including complaint management.
• Attend monthly Product Sales team meeting.
• Manage customer technical data using their nominated online systems. Performance Indicators:
• Customer technical requests completed to given timescales.
• Attend all customer review meetings as required.
• Build effective relationships with internal colleagues.
Knowledge, Skills, Experience
• Strong communication skills.
• Food Science/Technology degree or similar.
• Relevant industry experience.
• Strong analytical skills.
• Strong IT skills.
• Knowledge of effective quality management & HACCP systems.
• Knowledge of European and UK legislation.
• Effective communication skills.
• Well-organized and effective project management skills.
• Willingness to travel.
• Flexible and adaptable approach.
• Supplier & product management experience.
• Lead assessor qualification.
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