Manager, Technical Relations & Support

Calgary, Canada; Mississauga, Canada Numéro du poste 107502 Catégorie d'emploi Service à la clientèle Niveau d'emploi Directeur Type de poste Temps plein

Postuler

Manager, AFH Technical Relations & Support

Calgary or Mississauga

3 days on site

Permanent, full-time

Reporting to the Director, AFH Sales and Commercialization the Manager for AFH Technical Relations and Support is responsible for leading a team focused on providing technical service and support to the AFH channel across Canada. The manager will be responsible to collaborate with internal stakeholders on forecasting and planning activities to ensure all brewers, parts and accessories maintain robust levels of inventory. The manager is also in charge of hiring, training, and evaluating the employees under his or her responsibility. Travel will be required in this role up to 20% of time.

Responsibilities

Collaborate with internal cross functional stakeholders to ensure proper forecasting and controls in place to maintain proper inventory levels
Oversee a fair allocation process for all AFH customers when the situation arises with brewers/parts/accessories
Manage warranty process through SAP and Esker
Demonstrate leadership, enthusiasm, and a proactive approach to meeting department and company objectives
Manage team performance based on Keurig’s employee performance management program
Demonstrate active listening skills and the ability to communicate effectively with the team, superiors, and internal clients
Support and advise team members by providing continuous feedback and giving them access to tools to foster their development
Provide technical support in a computerized environment with telephone systems, procedures, and applications
Ensure that the department runs effectively and efficiently and that personnel adopt an advanced customer approach
Keep a customer follow-up calendar to nurture relationships with clients
Validate tools and products provided to clients (sales sheets, training or informational tools, website, etc.)
Provide/oversee internal and external training sessions related to the AFH brewer lineup
Measure and report service levels, analyze gaps, propose solutions, and monitor progress
Help implement and optimize new processes, projects, activities, tools, procedures, and performance indicators; keep them up to date; and make sure they are in line with company standards

Manage or develop performance indicators for the department

Qualifications

University degree or equivalent experience
Minimum 5 years’ experience in sales, customer service, and technical support
Team management experience
Experience managing a customer service technical support department (an asset)
Project management experience
Proficiency with IT
Excellent knowledge of telephone systems
Availability to travel
Bilingualism (spoken French and English)

Competencies

Client-based approach
Focus on improvement
Team spirit
Good communication and leadership skills
Excellent human resource management skills
Responsibility and organizational skills
Resourcefulness and initiative
Ability to extract information and present it to facilitate decision making
Good critical thinking skills

Company Overview

Keurig Dr Pepper (NASDAQ : KDP) est une entreprise de boissons moderne ayant une vision audacieuse qui vise à offrir croissance et opportunité. Nous opérons avec un modèle d'affaires différencié et un portefeuille de marques de classe mondiale, alimentés par une équipe talentueuse, engagée et ancrée dans nos valeurs. Chez KDP, nous travaillons avec de grandes et passionnantes marques de boissons ainsi que le système d'infusion de café une tasse à la fois no 1 en Amérique du Nord, et nous prenons plaisir à le faire!

Ensemble, nous avons créé une entreprise chef de file dans le domaine des boissons en Amérique du Nord, qui offre des boissons chaudes et froides à grande échelle. Quel que soit votre domaine d'expertise, chez KDP, vous pouvez faire partie d'une équipe fière de ses marques, de ses partenariats, de son innovation et de sa croissance. Aimeriez-vous vous joindre à nous?

Nous nous efforçons d'être un employeur de choix, en offrant une culture et des opportunités qui permettent à nos quelque 28 000 employés de grandir et de se développer. Nous offrons de solides avantages sociaux qui appuient votre santé et votre mieux-être, et qui assurent votre bien-être personnel et financier. Nous offrons aussi à nos employés des programmes conçus pour vous permettre d'améliorer votre croissance et votre développement professionnels, et ce, tout en nous assurant que vous vous sentez valorisés, inspirés et appréciés au travail.

Keurig Dr Pepper (NASDAQ: KDP) is a leading beverage company in North America, with a portfolio of more than 125 owned, licensed and partners brands and powerful distribution capabilities to provide a beverage for every need, anytime, anywhere. We operate with a differentiated business model and world-class brand portfolio, powered by a talented and engaged team that is anchored in our values. We work with big, exciting beverage brands and the #1 single-serve coffee brewing system in North America at KDP, and we have fun doing it!

Together, we have built a leading beverage company in North America offering hot and cold beverages together at scale. Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation, and growth. Will you join us?

We strive to be an employer of choice, providing a culture and opportunities that empower our team of ~28,000 employees to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.

Postuler