Product Application

2 weeks ago

Birmingham, United States Bettcher Full time
Position Summary:

The Product Application-Technical Support Manager plays a crucial role in directly influencing customer relationships, satisfaction, and the overall quality and performance of our core products. This position involves a broad range of responsibilities, including providing on-site technical support and repair services, conducting product demonstrations and trials, assisting with the installation and commissioning of sold products, and effectively communicating the value of trimmers and other core or new products. Acting as a technical liaison, business partner, and product advocate, this role is key to maintaining and enhancing customer relationships and supporting our commercial team.

RESPONSIBILITIES:

The duties & responsibilities of the Product Application-Technical Support Manager include, but are not necessarily limited to the following:

A. TECHNICAL SUPPORT AND CUSTOMER SERVICE
  • Provides technical assistance to commercial and engineering teams in the dissemination of technical know-how, including hands-on troubleshooting and repair of products in the field
  • Works closely with the customer's technical resources and appropriate Bettcher personnel on product issues and complaints. These assignments may involve customer issue resolution, new product installation support, or field testing of product improvements
  • Assists in training on all aspects of use, cleaning, and maintenance of Bettcher solutions and leverages this experience in the broader goal of verifying Bettcher's value and partnership to the customer's leadership team
B. VALUE CHAMPION
  • Maintain an ongoing library of up-to-date ROIs by plant and customer
  • Champion our understanding of where trimmers can be used more widely via payback/ investment analysis and identify any non-standard applications being utilized in the market. Includes understanding the meat processing industry, customer requirements, and changing trends/products in the industry
  • Captures opportunities outside the scope of existing equipment capabilities to help describe the potential value of expanding the trimmer product offering. Includes development and verbal presentation of ROI analysis, technical updates, bulletins and/or HOW TO programs for customers and sales reps
  • Conducts technical training when requested.
C. FIELD TESTING
  • Work with engineering on the identification and selection of test sites, coordination with the customer (including confidentiality agreements), installation of the products, and monitoring of the field test program, data collection methods and resources, and customer feedback
  • Gather and analyze data and produce written report of findings and recommendations
D. COMPETITIVE PRODUCTS
  • Provides feedback regarding competitive products in the field with written, comprehensive, and a competent analysis about the existence and performance of these products
  • Observe trends and industry changes with potential impact on the future use of Bettcher products
E. PRODUCT DEVELOPMENT
  • Implement and test new product developments and improvements to existing products (new material, cost outs, line extensions, and troubleshooting). Apply sound product performance analysis to the product design and evaluation process
  • Contribute technical, customer, and user perspective gathered through field experience, interaction with sales team, and internal employees to present feedback and reporting on product.
F. PROFESSIONAL ACTIVITY AND PERSONAL DEVELOPMENT
  • Pursues self-development via seminars, trade shows, technical societies, professional organizations, publications, websites, on all related subjects
  • Continued training in the use, maintenance and cleaning of our products is vital to understanding field issues and helps bring valid design criteria to light during all phases of the design and development process
MINIMUM QUALIFICATIONS:
  • Technical degree/ Engineering, relevant Food Science degree, or equivalent work experience
  • Additional experience in a field service or maintenance technician capacity preferred. (food processing preferred - primary or secondary processing of beef, pork, or poultry)
  • mechanical aptitude required; electrical aptitude (additionally) preferred
  • Must be able to trouble shoot small appliance/ small motor repair and understanding of mechanism of action and power
  • Ability to work independently
  • Must have strong analytical skills
  • Must be able to learn, understand, and apply new technologies
  • Good work ethic, self-driven, self-motivated, passionate
  • Excellent communication (oral, written and listening) and interpersonal skills
  • Team oriented; able to interact with all levels of employees; good facilitation skills
  • Proficient in Microsoft Office (Word, Excel, PowerPoint & Access)
  • Varying travel requirements based on project demand and urgency. Willingness to travel both land and air up to 50% and may be in field more than 1 day/week as needed

Physical Requirements

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

Alternate periods standing and sitting, bending, climbing, and reaching. Must be able to lift up to 30 pounds at times. Use of hands to grasp, handle, control, or feel objects, tools, or controls.

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