Technical Customer Support Advisor - F'real

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. With more than 13,500 associates working globally in 100 locations and annual sales of $5.9 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 remote technical support through Remote Gateway to customers, including installation, troubleshooting, and problem resolution.

Responds to customer questions regarding operation and malfunctions of assets.

Advises customers on preventative maintenance and configuration adjustments to improve machine performance and customer satisfaction.

The role will liaise with engineering technical support in the US, as necessary.

Responds to customer queries, liaising with service providers and DCC to ensure customer support to F'real. Manager the F'real tech inbox and plays a supportive role in the SP inbox.

KEY ACCOUNTABILITIES/OUTCOMES

• Responding to customer requests through email
• Escalating any enquiries as where necessary within the organization.
• Monitoring of the SP and F'real Tech email inboxes
• Build excellent relationships with all external and internal Customers providing outstanding customer satisfaction.
• Responsible for helping to resolve last minute problems that arise.
• Closing out cases.
• Maintain high customer experience ratings through aiming for a first time fix to ensure MTTR of cases is decreasing monthly to a level acceptable to the freal business unit
• Daily upkeep of SP and F'realtech inboxes to ensure they are clear and manageable. This requires effective email organisation, prioritisation, and response. Categorise emails by flagging associate dealing with the response. Continue to chase outstanding emails and management for decisions to be made for emails that are in the inbox for longer than a 7- day period.
• Ensure good technical knowledge for functioning Remote Gateway to ensure efficient remote upgrading of asset firmware to further ensure customer satisfaction
• Monitor all whattsapp groups daily to ensure a quick response to engineers onsite to further help in any troubleshooting issues. This includes liaising with the technical support role to ensure quick troubleshooting.
• Respond to customer requests with urgency, including Rhenus/Unidata Service providers, within 24 - hour window. Ensure any exchanges/swaps and installations are done in a 3 - day period in line with SLAs.
• Work closely with commercial to support any new store openings with the focus on the new model of selling blenders vs free on loan.
• Ensure customers are kept informed of the repair of their blender on a weekly basis.
• Monitor Salesforce records - ensure information is inputted in an accurate and timely manner and chase service providers for cases that have been open for 7+ working days. Ensure all timeline of information is inputted including any interim communication with the store or with DCC.
• Assist DCC in gaining further understanding of certain procedures for differing cases. Every new issue needs a new case, even if an engineer has recently attended the store.
• Challenge DCC when they do not provide enough adequate information

You must comply with Rich Products Health and Safety policies and procedures at all times.

KNOWLEDGE/SKILLS/EXPERIENCE

Critical

• Customer services experience
• Experience equipment or engineering customer service
• Experience of using CRM/Sales force or an equivalent system
• 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

Rich Products Corporation welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

BRINGING YOUR BEST SELF TO WORK.

As a family-owned company, caring for our associates-their whole selves-is a top priority. That's why we provide benefits and tools to help our people balance the integration of work and life:

• Competitive compensation
• Health & financial benefits
• Paid time off
• Parental leave
• Family planning support
• Flexible work policy
• Associate resource groups
• Volunteering & community impact opportunities
• Holiday gatherings In-house taste tests (we are a food company after all)!

It's all part of how we support our family of associates. Because in the company of family, all things are possible.

MEET RICH'S.

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. With over 13,500 associates working in 100 locations globally, and annual sales at $5.9 billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's-Infinite Possibilities. One Family.