Senior Technical Operations Manager

2 weeks ago

Mississauga, Ontario, Canada Keurig Dr Pepper. Full time
Job Summary

We are seeking a seasoned Senior Technical Operations Manager to lead our AFH Technical Relations & Support team. This role is responsible for managing a team focused on providing technical service and support to the AFH channel across Canada.

About the Role

This is a full-time position based in Calgary or Mississauga, with 3 days of on-site work required. The ideal candidate will have a strong background in sales, customer service, and technical support, with a minimum of 5 years' experience in team management.

The successful candidate will be responsible for collaborating with internal stakeholders to ensure proper forecasting and controls are in place to maintain robust inventory levels. They will also oversee a fair allocation process for all AFH customers when brewers/parts/accessories are in high demand.

Key responsibilities include:

  • Collaborating with internal cross-functional stakeholders to ensure proper forecasting and controls are in place
  • Overseeing a fair allocation process for all AFH customers
  • Managing warranty processes through SAP and Esker
  • Demonstrating leadership, enthusiasm, and a proactive approach to meeting department and company objectives
  • Managing team performance based on Keurig's employee performance management program
  • Demonstrating active listening skills and effective communication with the team, superiors, and internal clients
  • Supporting and advising team members by providing continuous feedback and giving them access to tools for their development
  • Providing technical support in a computerized environment with telephone systems, procedures, and applications
  • Ensuring the department runs effectively and efficiently, with personnel adopting an advanced customer approach
  • Keeping a customer follow-up calendar to nurture relationships with clients
  • Validating tools and products provided to clients (sales sheets, training or informational tools, website, etc.)
  • Providing/overseeing internal and external training sessions related to the AFH brewer lineup
  • Measuring and reporting service levels, analyzing gaps, proposing solutions, and monitoring progress
  • Helping implement and optimize new processes, projects, activities, tools, procedures, and performance indicators; keeping them up-to-date; and ensuring they align with company standards
  • Managing or developing performance indicators for the department
Requirements

To be successful in this role, you will need:

  • A university degree or equivalent experience
  • A minimum of 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

This role requires:

  • A client-based approach
  • A 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
Salary Range

The estimated salary range for this position is $80,000 - $120,000 per year, depending on experience and qualifications.

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