Are you an experienced technical support professional with a passion for customer service and quality improvement? We’re seeking a Customer Technical Support Manager to lead and strengthen the technical relationship between our company and our valued customers. This is your chance to make an impact at a dynamic, forward-thinking drink manufacturer committed to excellence.

ABOUT THE ROLE

As the Customer Technical Support Manager, you will be the primary point of contact for our customers’ technical needs. You will ensure that customer expectations are met in a timely and efficient manner, managing a variety of tasks from resolving technical inquiries to conducting customer site visits and audits. You’ll work closely with cross-functional teams, including site quality, commercial account handlers, and local government authorities, to drive quality improvements and customer satisfaction.

KEY RESPONSIBILITIES:

• Customer Relationship Management: Lead the technical relationship with customers, ensuring their expectations are met and exceeded.
• Technical Support: Address customer inquiries promptly and accurately, providing effective solutions.
• Site Visits & Audits: Regularly conduct customer site visits and audits to ensure that customer needs are fully understood and met.
• Cross-Functional Collaboration: Work with site quality teams and commercial account handlers to implement customer-driven quality improvements.
• Customer Review Meetings: Represent the company in technical discussions, ensuring clear follow-up and resolution of actions.
• Compliance & Regulation: Liaise with local government TSO’s and EHO’s to resolve compliance issues and enforcement actions.
• Problem Resolution: Investigate escalated complaints, determine root causes, and implement corrective actions to prevent future issues.
• Leadership: Lead and motivate a team of technical support specialists to deliver high-quality service and results.
• Continuous Improvement: Drive quality improvements through creative thinking and by reviewing internal processes.