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

• Provide technical support in a computerized environment with telephone systems, procedures, and applications

• 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

107502 Total Rewards:

Here’s a taste of what awaits you:

• A comprehensive group insurance plan covering all your priorities and those of your loved ones (life insurance, health insurance, disability insurance, dental care, and more);

• A collective retirement savings plan (RRSP) to which Keurig Dr Pepper contributes, as well as a Tax-Free Savings Account (TFSA);

• Telemedicine services providing instant access to doctors at any time;

• A comprehensive employee assistance program overflowing with benefits such as counseling, financial, family, legal support, and more;

• A vacation policy that takes into account your years of experience, with a guaranteed minimum of three (3) full weeks of vacation per year from the start;

• A professional development program with reimbursement for incurred tuition fees;

Requirements: null

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-serve coffee brewing system in North America at KDP, and we have fun doing it!

Together, we have built a leading beverage company in North America offering hot and cold beverages together at scale. Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation, and growth. Will you join us?

We strive to be an employer of choice, providing a culture and opportunities that empower our team of 28,000 employees to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.

Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.