PURPOSE OF THE JOB
Technical Support Manager will have strategic importance roles within the organization. To provide expert technical support in the application of bakery ingredients and premixes within the sweet goods category (e.g. cakes, muffins, cookies), ensuring optimal product performance, customer satisfaction and successful commercial implementation. This role bridges NPD, commercial and customers by delivering solutions, conducting trials, troubleshooting issues, and supporting product innovation and training.
KEY AREAS OF RESPONSIBILITY
- Support commercial teams in identifying new business opportunities.
- Focus on building the best-in-class and market leader position in Yeast & BI solutions (Bread & Frozen Dough/ Sweet Goods) for all sales channels to demonstrate AB MAURI knowledge and solutions.
- Provide technical support and applications expertise to customer's application need technical issues and troubleshooting on-site or remotely to ensure optimal results for customers (new & existing) when incorporating AB Mauri systems & products. Recommendation on recipes or process adjustments. Advise on mixing, baking times, temperatures and equipment settings.
- Apply the AB Mauri Resolve model in full when working with customers and develop tailored ingredient solutions to meet customer requirements through hands on applications assistance on the production floor.
- Establishing and maintaining business and social relationships with customers and potential clients.
- Work closely with NPD, Product & Marketing and Commercial team to develop innovative products and solutions.
- Validate the performance of new solutions in collaboration with the NPD team before market launch. Suggest modifications to improve performance under different baking conditions.
- Developing and maintaining positive liaisons with external contacts to gather market information.
- Provide feedback on emerging market demands for new ingredient solutions. Collect field insights and relay to NPD for improvements or new product ideas.
- Training & Knowledge sharing: Train customers and commercial team on product features and usage. Share technical bulletins, SOP's and guides.
- Identify, prepare and submit strong, well-written client presentations and ensure that professional standards are achieved, such that AB Mauri is presented and promoted in the highest regards.
- Adhering to the Food Safety Management System (FSMS).
- Highlighting any unsafe condition/potential food safety issue in bakery test lab and seeking corrective action for the same.
- Comply with all SHE procedures, wear and maintain required PPE, work safely to protect yourself and others, promptly report hazards and incidents, use resources efficiently to reduce environmental impact, and actively participate in SHE activities, training and continuous improvement initiatives to support a safe and sustainable workplace.
JOB Requirement
- Diploma/ Degree in Baking Science & Technology or similar suitable discipline.
- Experiences in food & bakery industry and have technical knowledge of bakery industry and related products.
- Engaged, passionate, hands-on and open for a long-term commitment.
- A comprehensive knowledge of a plant processing/flow on bakery ingredients
- Good negotiation, communication, and interpersonal skills
- Ability to work effectively and independently in a customer focused environment.
