Product Technologist

Company Description

**Job Description**:
Brakes are currently recruiting for a Product Technologist to join the technical team with primary responsibility for managing serious complaints **for up to 12-month fixed term contract**. The role reports to Customer Technical Manager. It will be your responsibility to monitor serious complaint notifications and direct customer contact to provide the best customer care. You will also liaise with suppliers to ensure that all serious incidents are thoroughly investigated enabling the provision of a meaningful customer response to provide reassurance. The role will also support other aspects of technical due diligence processes.

This role is offering a hybrid working contract, with occasional travel required to our Ashford, Kent HQ for Team Collaboration, so you must be in a commutable distance and open to travel.

**Key Accountabilities & Responsibilities**:

- Initial point of contact for the Contact Centre Operators if there is a requirement to escalate a notification.
- Contacting each customer that has logged a serious incident complaint to obtain specific information and to guide them through the investigation process that we will undertake.
- Immediate escalation of serious incidents that have resulted in injury to the legal team and technical serious incident team.
- Contacting the relevant supplier to provide early confirmation of the serious incident notification and a reminder of the timescales for investigation turnaround once all information has been shared.
- Running complaint notification reports daily to monitor the serious incident complaints.
- Running the daily task notification report to ensure all open notifications are actioned within set timescales.
- Monitoring complaint trends across products, suppliers, batch codes to provide early escalation of emerging issues to the Head of Product Technology and the relevant Technical Manager.
- Send the foreign body collection pack SAE to the correct customer address within 24 hours of notification receipt.
- Setting tasks to the appropriate timelines in each notification to ensure effective follow-up.
- Maintaining routine customer contact to ensure the return of the foreign body collection pack.
- Inspection & cataloguing of the returned foreign body, liaising with the technical manager if necessary.
- Send the foreign body and supporting information received from the customer to the supplier within 24 hours of receipt.
- Setting tasks to the appropriate timelines in each notification to ensure adherence to investigation timescales.
- Evaluating supplier investigation responses, liaising with the technical manager and the supplier where further information is required.
- Constructing customer response letters based on supplier investigations and using standardised templates.
- Ensuring all responses to serious incidents are approved by the serious incident team and, legal as required.

KPI monitoring & reporting, ensuring all timescales are met to deliver excellent customer care.
- Other technical admin support.

**About you**:
**What you’ll receive**:

- A competitive salary
- Generous holiday allowance, with option to purchase 5 additional holiday days
- Pension scheme
- Hybrid working contract
- Huge discounts on all sorts of lovely food and award-winning products through our staff shop
- Discounts on Cinema tickets, shopping and earn cashback on purchases through Sodexo.
- Recognition awards and Incentives
- Career progression opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility

**Qualifications**:
Additional Information