Customer Care Manager – Prepared Foods

• To coordinate with customers and Service manager on JBT service business to achieve high customer satisfaction rate.
• Technical support for customers over the phone if required.
• To sell and follow up on services and service contracts for Australia and New Zealand customers.
• Respond to customer inquiries on a regular basis.
• Receive and implement customer feedback to improve the quality of service.

• Manage and coordinate ProCare Service Contracts. Consolidate all ProCare status and report from service manager.
• Service pricing – consolidate & maintain service pricing with all service providers, including internal and external Service Providers with Service manager.
• Monitors equipment preventative maintenance schedule so that performance will be to JBTC and customer standards.
• Create and track customer service goals.

• Works closely with relevant JBTC departments to assure maintenance of good communication from the customer site to JBTC.
• Support Regional Service Manager on Warranty management,

• To be familiarized with the processes and procedures contained in the relevant maintenance procedures manuals.
• Document Management System and “Replicon” for Time Utilization, Management, and expense Tracking. CRM – Salesforce AP, Share point at Intranet.
• Perform the above-mentioned processes & procedures to the satisfaction of the head of customer care.
• Together with colleagues and management sustain a preventative maintenance plan.
• Service pricing – Management & maintain service pricing with all service providers, including internal and external Service Providers with Service manager.

• Attend meetings and training as required to stay abreast of future FoodTech related equipment.
• Receive training in all relevant systems required for role.

• Become familiar and ensure compliance with JBTC FoodTech Safety Policies and Guidelines as they apply to the role.
• Become familiar and ensure compliance with customer’s safety policies and procedures as applicable.
• Other duties within the boundary of customer care.

• Technical background (mechanical and / or automation)
• Minimum 10 years’ experience in working with equipment as Field Service Engineer in Food or in maintenance department of the factory
• Strong capabilities in to managing / supervising service engineers
• Strong interpersonal skills, able to communicate with local and international colleagues
• Demonstrated knowledge in strategic planning and infrastructure development to support service delivery
• Demonstrated negotiation skills and ability to work with diverse populations in public and private sector
• Strong commercial experience in understanding financial targets
• Able to work under pressure
• Able to work independently as well as enjoy being part of a team
• Able to travel and work at flexible hours as the job may require
• Able to work as a team member
• Develop and implement strategic plans
• Budget management experience
• Extensive event planning experience
• Training and outreach based experience
• Good command of written and spoken English
• Strong computer and current technology knowledge including familiarity with Microsoft Office, Outlook, Windows, Visio, Project 2013 and other common business software (Replicon, Pronto, Salesforce and Siebel CRM system), Internet Applications
• Hold valid driver’s license
• Hold valid passport
• Must be able to travel overnight
• Must have ability to plan, schedule, and review the work and performance of others in a manner conducive to proficient performance and high morale. Must be adaptable to changing technology and systems
• Customer Service Oriented
• Excellent verbal and written communication skills Creative problem solving ability
• Multi-Task Oriented § Organizational Skills
• Develop and implement strategic plans
• Adequate growth of market share for the field service division
• Increase in efficiency among the division
• Increase revenue year over year for the division
• Increase customer service ratings among managers and clients

JBT Corporation