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.
Customer Technical Support Manager – Refresco UK
Day shift, Monday to Friday 8:30am – 5pm (4pm Friday)
Hybrid working - 2 days at home, 3 days in office
What’s in it for you:
1. Tailored competitive salary dependent upon experience
2. 10% annual bonus
3. 5% Employer pension
4. X3 Life assurance
5. 27 days annual leave, plus bank holidays and option to perchance an additional 3 days
6. Flexible benefits (salary sacrifice) – additional healthcare cover, dental insurance, 10X life assurance, car package, will writing services, financial advice services, activities pass, discounts on major retailers.
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:
7. Customer Relationship Management: Lead the technical relationship with customers, ensuring their expectations are met and exceeded.
8. Technical Support: Address customer inquiries promptly and accurately, providing effective solutions.
9. Site Visits & Audits: Regularly conduct customer site visits and audits to ensure that customer needs are fully understood and met.
10. Cross-Functional Collaboration: Work with site quality teams and commercial account handlers to implement customer-driven quality improvements.
11. Customer Review Meetings: Represent the company in technical discussions, ensuring clear follow-up and resolution of actions.
12. Compliance & Regulation: Liaise with local government TSO's and EHO's to resolve compliance issues and enforcement actions.
13. Problem Resolution: Investigate escalated complaints, determine root causes, and implement corrective actions to prevent future issues.
14. Leadership: Lead and motivate a team of technical support specialists to deliver high-quality service and results.
15. Continuous Improvement: Drive quality improvements through creative thinking and by reviewing internal processes.
About You:
Essential:
16. Good technical or quality background within FMCG
17. Resilient
18. Great customer service skills
Desirable:
19. Exposure to modern manufacturing methodologies and quality systems.
20. Strong leadership and team management abilities, with a passion for coaching and empowering others.
About Refresco
Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand.
Refresco is an equal-opportunity employer. We are fully committed to diversity and inclusion. #LI-GK1