Technical Customer Support Advisor

3 months ago

Andover, United Kingdom Rich Products Corporation Full time

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.

**PURPOSE STATEMENT**:
Provides bi-lingual post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance.
Responds to customer questions regarding operation and malfunctions.
Advises customers on preventative maintenance and configuration adjustments to improve machine performance and customer satisfaction.
The role will liaise with engineering technical support, as necessary.

**KEY ACCOUNTABILITIES/OUTCOMES**:

- Accountable- Handles first line contact from customers in managing through after sales issues with machinery and system operation through to resolution.
- Escalating customer management to appropriate member of the f’real team if unable to resolve the issue in a timely manner and in line with the f’real customer protocol and individual service level agreements
- Processing new customer accounts to set customers up on our CRM system
- Ensuring all asset serial numbers are accurate on our CRM system

CRM system- Responsible- Provide confident, first class aftersales customer service to the highest standard
- Maintain a deep understanding and knowledge of our equipment and technical updates
- Track customer sales to identify underperforming sites and investigate directly with the customer.
- Liaise with service providers to support effective field repairs aiming for first time fix
- Dispatch service providers to jobs
- Receive and enter parts orders as necessary working closely with the customer services manager to ensure that parts are delivered in a timely manner and that they are tracked and captured on our systems
- Provide the team with support for third party service providers
- Provide warranty information to our customers and service providers
- Provide Trade show and customer demo support as necessary
- Administration support as needed
- Flexible to undertake other duties as necessary and required to ensure a smooth operation and customer service

**KNOWLEDGE/SKILLS/EXPERIENCE**:
Critical
- Minimum of 3 years Customer services experience preferable call center
- Experience in mechanical and electrical engineering customer service
- Experience of using CRM/Sales force or an equivalent system
- Bi-lingual in European languages (German and Dutch preferred).
- Fluent in English (both spoken and written)
- Ability to work to critical time scales and under pressure
- Conducting Root cause analysis
- Able to explain confidently clearly and succinctly instructions and processes.
- Collaborative team player
- Self-sufficient and confident in working without supervision.
- Training others e.g., train the trainer experience.
- Working with third party service providers
- Managing customer complaints
- Analytical and problem-solving mind set.
- Can do attitude who embraces development

Desirable
- Engineering related discipline of study
- Process management experience
- Multi-site and multi customer experience
- Experience of working with retail customer
- Experience of working in a global organisation.
- Creating processes and procedures
- EME customer support/call centre

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