Technical Support Manager

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Reporting to the Regional Technical Support Manager EIMEA, the Technical Support Manager will help us deliver best-in-class advanced technical support delivery to Marmon Foodservice Technologies’ customers across Italy and EIMEA.

This will be achieved by conducting technical equipment training and assisting in the care of assigned service networks.  Working closely with our Operations and Engineering teams on product issues related to manufacturability and reliability, this role will support Marmon Link Procurement, eCommerce and Customer Service teams as part of the EIMEA Technical Support Group.

Administrative duties will include technical assistance support by telephone, email and in person, report generation plus field trip and service analysis.  You will work with cross functional departments to solve challenges, improve quality and reduce warranty spend costs to meet corporate warranty metrics and goals.

You will be required to travel across the EIMEA region as part of this role.

Essential Duties and Responsibilities

• Ownership of customer field support activities; information flow, relationship development and value- added services, provided to customers with the aid of internal cross functional areas such as engineering, operations, and sales.
• Manage and develop Authorized Service Agents (ASA) throughout assigned area of the world.
• Address complaints and resolve problems in a timely manner ensuring that the appropriate ASA is providing our customers with a professional service.
• Perform technical training on MFT products, supporting the creation of market and customer specific documentation using various platforms such as presentations, troubleshooting guides, web forms and videos. Close liaison required with colleagues in the EIMEA Technical Support Group and Global Engineering teams on development of training materials to ensure consistency in approach and brand status.
• Resolve field issues and problem situations in the field; liaising where necessary with third party suppliers whose equipment / systems interact with MFT products.
• Provide reports at specified intervals and upon request.
• Other tasks and /or duties as assigned.

Required Qualifications, Skills/Competencies

• Minimum 3 years’ experience in providing technical support within the foodservice equipment industry.
• Competency with electronics and mechanical functions for trouble shooting; Ability to read and interpret technical documentation. Appropriate qualifications to be able to work in the field complying with local EIMEA legislation.
• Experience in developing and delivering technical knowledge and support to a demanding customer base.

• Strong interpersonal and communication skills, both written and verbal that assist in building strong internal and external relationships. Approach work with a continuous improvement mindset, innovative ideas and results driven solutions.

• International travel, when required – experience of working internationally is desirable and the ability to demonstrate cultural awareness and flexibility.

• Ability to multi-task, work in a fast-paced environment, and meet deadlines with frequent interruptions.
• Good organization skills:  must be able to manage a variety of projects simultaneously and prioritize workflow
• Working knowledge of Microsoft Suite (Word, Excel and PowerPoint) required.
• Self-management and self-motivational abilities are a prerequisite due to the home-based nature of the role.

The anticipated gross annual base salary for this position is €40,000–€50,000, depending on the candidate’s relevant experience, qualifications and technical expertise. Any salary decision will be made using objective, gender-neutral criteria.

Working Conditions:  Work is performed largely home based with frequent training / meeting requirements at customer premises, MFT facilities and service provider locations.  Hours of work will generally be during regular business hours for 40 hours a week but may vary according to special projects, deadlines, or other concerns.  Must be willing and able to travel internationally when required.  Ability to lift 20-35kg and in a variety of postures (bending, stooping, etc.) when handling product while training or investigating technical issues.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.