Franke
About Franke
We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.
The Franke Foodservice Systems division is a world-leading supplier of kitchen facilities, equipment and supplies solutions. As a full system manufacturer, distributor and program management partner, we supply global chains in the quick-service restaurant, convenience store and supermarket segments, helping to manage unit growth and upgrade their facilities.
About the job SUMMARY The Technical Support Manager manages the after sales support activities and ensures the staff maintains optimum phone coverage while still providing the level of quality assistance expected by our SP network, customers & senior management. Additionally this position is responsible for continuous improvement of all Franke products with regard to quality and improving the customer experience with Franke.
Your tasks ESSENTIAL DUTIES AND RESPONSIBILITIES
Manages the daily activities of the Support Team to include but not limited to the following
Resolve daily issues for all stakeholders
Maintain relationships with Service Providers
May perform Call monitoring to improve technical phone skills
Monitor timely and accurate completion of incidents
Work with Engineering and Production teams to improve product quality and solve root causes of equipment failure
Communicates Service Provider performance to all stakeholders
Assists in technical documentation creation and improvement as needed
Participates with staff members in supportability review of product development
Creates, distributes and analyzes incident reporting and correction actions for continuous improvement for all Technical Support processes
May be responsible for mentoring, coaching and offering timely and constructive feedback with Support Team members
May monitor individual employee and department productivity to ensure department and corporate goals are met
Develop content and provide training for continuous education of Support Team members
Educates staff to understand and communicate complex and technical information clearly and concisely, adjusting terminology to the needs of the customer (internal and external) in a professional manner
May coordinate with Human Resources on all aspects of employee relations including, but not limited to, employee interviewing, hiring, coaching, counseling, disciplinary action, complaints, scheduling, training and development
Reliable attendance is a must
Other duties as assigned
Special Demands
Position requires high level of technical ability
Position requires independent-thinking behaviors to keep the Support team engaged
Position requires high-organization skills, good follow-up and control on customer issues and problems with the ability to demonstrate a good understanding of Franke’s business strategies when making decisions affecting customers; mentor the Support team to do the same
Position requires high multi-tasking abilities to accommodate rapid changes dictated by the business
Position requires the ability to mentor, cope with opposition and conflict effectively and the ability to overcome setbacks
Position requires the ability to decide and choose courses of action based on solid information and timely escalation of problems when appropriate
Position requires reporting and follow up on 24/7 dispatched calls
Position requires specific reporting per quarter as specified by our customers
Proven ability to effectively deal with all levels of internal and external contacts
Must have problem solving/analytical skills
Must have effective communication and interpersonal skills
Requirements EDUCATION and/or EXPERIENCE
BA/BS degree in business management, communications, operations or Support-related field is preferred
Minimum of two years’ Support Management experience required
KNOWLEDGE, SKILLS AND ABILITIES
Customer Service — Knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Mechanical — Knowledge of machines and tools, including their designs, uses, repair and maintenance
Language Skills: High Language Skills — Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations; ability to write reports, business correspondence and procedure manuals; ability to effectively present information and respond to questions from managers, clients, customers and the general public
Mathematical Skills: Basic Mathematical Skills — Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, percent and to draw and interpret bar graphs
Reasoning Ability: Very High Reasoning Skills — Ability to define problems, collect data, establish facts and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Computer Skills — Word Processing Software: Microsoft Word; Spreadsheet software: Microsoft Excel; Database Software: Lotus Notes (or equivalent preferred)
SUPERVISORY RESPONSIBILITIES
Does directly supervise staff
ENVIRONMENTAL, HEALTH AND SAFETY Employee will follow all Environmental Health and Safety rules that are set forth by the company.
What we offer you
Comprehensive benefits package (Health, Vision, Dental, and More) starting day 1
Free On-site Medical Clinic for Employees
Free life insurance
401k match up to 4%
Paid time off and 11 holidays
Important information for all executive search companies, headhunters and HR consultants The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.
For more information see: www.franke.com
#J-18808-Ljbffr
The Franke Foodservice Systems division is a world-leading supplier of kitchen facilities, equipment and supplies solutions. As a full system manufacturer, distributor and program management partner, we supply global chains in the quick-service restaurant, convenience store and supermarket segments, helping to manage unit growth and upgrade their facilities.
About the job SUMMARY The Technical Support Manager manages the after sales support activities and ensures the staff maintains optimum phone coverage while still providing the level of quality assistance expected by our SP network, customers & senior management. Additionally this position is responsible for continuous improvement of all Franke products with regard to quality and improving the customer experience with Franke.
Your tasks ESSENTIAL DUTIES AND RESPONSIBILITIES
Manages the daily activities of the Support Team to include but not limited to the following
Resolve daily issues for all stakeholders
Maintain relationships with Service Providers
May perform Call monitoring to improve technical phone skills
Monitor timely and accurate completion of incidents
Work with Engineering and Production teams to improve product quality and solve root causes of equipment failure
Communicates Service Provider performance to all stakeholders
Assists in technical documentation creation and improvement as needed
Participates with staff members in supportability review of product development
Creates, distributes and analyzes incident reporting and correction actions for continuous improvement for all Technical Support processes
May be responsible for mentoring, coaching and offering timely and constructive feedback with Support Team members
May monitor individual employee and department productivity to ensure department and corporate goals are met
Develop content and provide training for continuous education of Support Team members
Educates staff to understand and communicate complex and technical information clearly and concisely, adjusting terminology to the needs of the customer (internal and external) in a professional manner
May coordinate with Human Resources on all aspects of employee relations including, but not limited to, employee interviewing, hiring, coaching, counseling, disciplinary action, complaints, scheduling, training and development
Reliable attendance is a must
Other duties as assigned
Special Demands
Position requires high level of technical ability
Position requires independent-thinking behaviors to keep the Support team engaged
Position requires high-organization skills, good follow-up and control on customer issues and problems with the ability to demonstrate a good understanding of Franke’s business strategies when making decisions affecting customers; mentor the Support team to do the same
Position requires high multi-tasking abilities to accommodate rapid changes dictated by the business
Position requires the ability to mentor, cope with opposition and conflict effectively and the ability to overcome setbacks
Position requires the ability to decide and choose courses of action based on solid information and timely escalation of problems when appropriate
Position requires reporting and follow up on 24/7 dispatched calls
Position requires specific reporting per quarter as specified by our customers
Proven ability to effectively deal with all levels of internal and external contacts
Must have problem solving/analytical skills
Must have effective communication and interpersonal skills
Requirements EDUCATION and/or EXPERIENCE
BA/BS degree in business management, communications, operations or Support-related field is preferred
Minimum of two years’ Support Management experience required
KNOWLEDGE, SKILLS AND ABILITIES
Customer Service — Knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Mechanical — Knowledge of machines and tools, including their designs, uses, repair and maintenance
Language Skills: High Language Skills — Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations; ability to write reports, business correspondence and procedure manuals; ability to effectively present information and respond to questions from managers, clients, customers and the general public
Mathematical Skills: Basic Mathematical Skills — Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, percent and to draw and interpret bar graphs
Reasoning Ability: Very High Reasoning Skills — Ability to define problems, collect data, establish facts and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Computer Skills — Word Processing Software: Microsoft Word; Spreadsheet software: Microsoft Excel; Database Software: Lotus Notes (or equivalent preferred)
SUPERVISORY RESPONSIBILITIES
Does directly supervise staff
ENVIRONMENTAL, HEALTH AND SAFETY Employee will follow all Environmental Health and Safety rules that are set forth by the company.
What we offer you
Comprehensive benefits package (Health, Vision, Dental, and More) starting day 1
Free On-site Medical Clinic for Employees
Free life insurance
401k match up to 4%
Paid time off and 11 holidays
Important information for all executive search companies, headhunters and HR consultants The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.
For more information see: www.franke.com
#J-18808-Ljbffr