Marmon Foodservice Technologies Europe Gmb H Reporting to the Field Support & Contact Centre Manager - Marmon Link EMEA, the Technical Support Manager will deliver best-in-class advanced technical support to Marmon Foodservice Technologies’ customers in the Europe, Middle East and Africa region with a focus on Germany, Switzerland, Austria, Czechia, Poland and Hungary.

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 challenges related to manufacturability and reliability, this role will support Marmon Link Procurement, e Commerce and Customer Service teams as part of the EMEA 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 to achieve corporate warranty metrics and goals.

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

• Ownership of customer field support activities; information flow, relationship development and value- added services, provided to customers with the aid of internal cross functional teams 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 EMEA Technical Support Group and Global Engineering teams on development of training materials to ensure consistency in approach and brand status.
• Resolve challenges 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.