Manager, Technical Relations

**Manager, AFH Technical Relations & Support**

Calgary or Mississauga

3 days on site

Permanent, full-time

Reporting to the Director, AFH Sales and Commercialization the **Manager for AFH Technical Relations and Support** is responsible for leading a team focused on providing technical service and support to the AFH channel across Canada. The manager will be responsible to collaborate with internal stakeholders on forecasting and planning activities to ensure all brewers, parts and accessories maintain robust levels of inventory. The manager is also in charge of hiring, training, and evaluating the employees under his or her responsibility. Travel will be required in this role up to 20% of time.

**Responsibilities**
- Collaborate with internal cross functional stakeholders to ensure proper forecasting and controls in place to maintain proper inventory levels
- Oversee a fair allocation process for all AFH customers when the situation arises with brewers/parts/accessories
- Manage warranty process through SAP and Esker
- Demonstrate leadership, enthusiasm, and a proactive approach to meeting department and company objectives
- Manage team performance based on Keurig’s employee performance management program
- Demonstrate active listening skills and the ability to communicate effectively with the team, superiors, and internal clients
- Support and advise team members by providing continuous feedback and giving them access to tools to foster their development
- Ensure that the department runs effectively and efficiently and that personnel adopt an advanced customer approach
- Keep a customer follow-up calendar to nurture relationships with clients
- Validate tools and products provided to clients (sales sheets, training or informational tools, website, etc.)
- Provide/oversee internal and external training sessions related to the AFH brewer lineup
- Measure and report service levels, analyze gaps, propose solutions, and monitor progress
- Help implement and optimize new processes, projects, activities, tools, procedures, and performance indicators; keep them up to date; and make sure they are in line with company standards
- Manage or develop performance indicators for the department

**Qualifications**
- University degree or equivalent experience
- Minimum 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**
- Client-based approach
- 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

**Total Rewards **Requirements **Company Overview**

Keurig Dr Pepper (NASDAQ : KDP) est une entreprise de boissons moderne ayant une vision audacieuse qui vise à offrir croissance et opportunité. Nous opérons avec un modèle d'affaires différencié et un portefeuille de marques de classe mondiale, alimentés par une équipe talentueuse, engagée et ancrée dans nos valeurs. Chez KDP, nous travaillons avec de grandes et passionnantes marques de boissons ainsi que le système d'infusion de café une tasse à la fois no 1 en Amérique du Nord, et nous prenons plaisir à le faire

Ensemble, nous avons créé une entreprise chef de file dans le domaine des boissons en Amérique du Nord, qui offre des boissons chaudes et froides à grande échelle. Quel que soit votre domaine d'expertise, chez KDP, vous pouvez faire partie d'une équipe fière de ses marques, de ses partenariats, de son innovation et de sa croissance. Aimeriez-vous vous joindre à nous?

Nous nous efforçons d'être un employeur de choix, en offrant une culture et des opportunités qui permettent à nos quelque 28 000 employés de grandir et de se développer. Nous offrons de solides avantages sociaux qui appuient votre santé et votre mieux-être, et qui assurent votre bien-être personnel et financier. Nous offrons aussi à nos employés des programmes conçus pour vous permettre d'améliorer votre croissance et votre développement professionnels, et ce, tout en nous assurant que vous vous sentez valorisés, inspirés et appréciés au travail.

Keurig Dr Pepper (NASDAQ: KDP) is a leading beverage company in North America, with a portfolio of more than 125 owned, licensed and partners brands and powerful distribution capabilities to provide a beverage for every need, anytime, anywhere. We operate with a differentiated business model and world-class brand portfolio, powered by a talented and engaged team that is anchored in our values. We work with big, exciting beverage brands and the #1 single