Distributor Support Technician

Job description

A mutually rewarding experience.

Work. Realize your ambitions. And realize there's more to being in business than just making a profit. That's the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet. What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it's never just about a single person, a single project or a single brand. It's about how you can grab everything that's within your reach here and use it to pursue mutual, long-term gain. It's about having ideas. And ideals. Being prepared to risk failure because the promise of success means we'll all be a little better off. It's that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

Mars has net sales of more than $33 billion, operates six business segments including Petcare, Chocolate, Wrigley, Food, Drinks, Symbioscience, and more than 75,000 Associates worldwide that are putting its Principles into action to make a difference for people and the planet through its performance.

Mars brands include: Petcare – PEDIGREE®, ROYAL CANIN®, WHISKAS®, BANFIELD® Pet Hospital, CESAR®, SHEBA®, DREAMIES® and NUTRO®; Chocolate – M&M'S®, SNICKERS®, DOVE®, GALAXY®, MARS®, MILKY WAY® and TWIX®; Wrigley – DOUBLEMINT®, EXTRA®, ORBIT® and 5™ chewing gums, SKITTLES® and STARBURST® candies, and ALTOIDS® AND LIFESAVERS® mints. Food – UNCLE BEN'S®, DOLMIO®, EBLY®, MASTERFOODS®, SEEDS OF CHANGE® and ROYCO®; Drinks – ALTERRA COFFEE ROASTERS™, THE BRIGHT TEA COMPANY™, KLIX® and FLAVIA®; Symbioscience – COCOAVIA® and WISDOM PANEL®.

This position is responsible for providing technical support services as the primary contact for external customers, internal customers and sales associates. The focus of this role is to provide on-site support for all MDNA products though out North America. This position requires informing all individuals of all product updates.

Daily activities include helpdesk support for B2B / B2C customers who contact MDNA by phone/fax/email/website, etc., and to coordinate advanced and module level training seminars. Coordination and interface is expected with B2B Sales, Quality and Operations associates to ensure delivery of customer expectations and overall customer satisfaction as defined by the customer.

III. PRINCIPAL ACCOUNTABILITIES : List the major responsibilities, in terms

of outputs, in order of priority and importance to the overall job.

Works with customer service organization providing support to customers, the inside sales team and external sales force. Able to travel and handles national and local accounts, with geographic limitations. Must be a team player and a self-starter that can cope with changing information and heavy customer interaction.

·  Maintain and document all technical calls from 1.877.273.5812 (Option 2 Tech Support) line
·  Responds to technical questions that are unable to be handled by 1 st tier phone support
·  Travel On-site at Distributor or End User locations, troubleshooting to identify root cause issues with MDNA products
·  Ability to repair customer equipment on-site at various Distributor locations
·  Evaluate field failures and out of box (OOB) issues in support of improving product quality and reducing the annual warranty cost
·  Responsible for reporting the status of assigned tasks and quality information to the Technical Support Manager.
·  Manage Approved Service Centers (ASCs) and equipment repair solutions
·  Conduct product and technical training and for internal Sales associates and external customers / distributors through out North America
·  Manage and support the Customer Compliants / Cases Database in Salesforce
·  Repair, identify and document all field, failures, rework and new recieved failed brewers
·  Interface with Technical Support Manager on all technical, spare part issues

IV. DECISION MAKING AUTHORITY : List some of the most important decisions and/or

recommendations which are made by the incumbent.

·  Must resolve customer technical issues successfully and efficiently
·  Must be able to resolve customer issues with out of box failure and/or any type of customer requested returns/RMAs
·  Knowledge and understanding of how to handle irate customers, particularly those customers who use leverage with their local sales representative
·  Must develop service & support strategies for new customers to enhance the value proposition

V. KNOWLEDGE AND SKILLS :

·  List knowledge, skills and competencies required to achieve Key Result Areas (KRAs)

A minimum of three to five years technical service experience in a high-volume, 800-line helpdesk environment using electronic equipment

·  Computer literacy - ability to navigate required software packages (Excel, Word and power Point)
·  Knowledge of computer applications or similar database management software
·  Knowledge of the business and MDNA products
·  Ability to troubleshoot quickly and know when expert help is required to solve a problem
·  Excellent interpersonal skills and demonstrated ability to work as a team member in a fast-paced environment
·  Strong problem-solving skills and abilities.
·  Experience with the creation and delivery of training seminars
·  Ability to manage projects and deliver within stated deadlines
·  Effectively work autonomously with minimal management direction
·  Strong customer orientation. A positive and proactive approach. Attentive to the needs of customers
·  Ability to handle customer requests and/or complaints with friendliness and professionalism
·  Strong and effective verbal and written communication skills. Capable of facilitating discussion. Clear and articulate speech
·  Ability to speak, understand Spanish/French a plus, but not required

B. EDUCATION: What formal or informal education is required to perform the job?

·  Associate's Degree in Technical Discipline/Business required. Bachelor's Degree preferred, or, equivalent experience - 5 years experience in OCS (Office Coffee Systems) Equipment.

C. Explain any particular physical or mental requirements necessary to perform the essential functions of the job (i.e. travel, driving, lifting, interpersonal and communication skills or analytical/numeric ability, etc.).

·  Expected to travel approximately 50% of the time throughout North America and less than 10% international travel may be required.
·  Ability to lift a maximum of 50lbs. for short distances.

VI. PEOPLE MANAGEMENT: No direct reports.

VII. SCOPE OF ACCOUNTABILITY: List the items (such as sales, budget, cost, …) and related dollar
magnitude over which the position has direct, shared or contributory impact.

A thorough understanding of the customer service/technical policies, practices and procedures.

Timely and efficient call/inquiry response with the goals and objectives of the department.

When necessary, special coordination with supporting departments.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.