Customer Technical Support Manager

Permanent

Refresco Bridgwater

H15

About The Role

A Customer Technical Support Manager manages the technical relationship between customers and the company, ensuring customer expectations are met in a timely and positive manner.

• Manage the technical relationship with customers, ensuring expectations are understood, communicated, and consistently met.
• Respond to customer enquiries, conduct site visits and audits, and represent the business at customer review meetings.
• Collaborate with site quality teams and commercial account managers to implement customer-driven quality improvements.
• Investigate escalated customer complaints and product withdrawals, identify root causes, and implement corrective actions.
• Liaise with local authorities to resolve regulatory and enforcement matters while ensuring compliance with safety, hygiene, and housekeeping standards.
• Demonstrate strong leadership, empower team members, drive continuous improvement, and maintain high ethical standards with a focus on customer satisfaction.

About You

The ideal candidate will have demonstrable operational experience, ideally within a fast-moving consumer goods (FMCG) manufacturing environment, with a strong understanding of modern manufacturing methodologies and quality systems. They will have a genuine interest in the food and beverage industry and a passion for driving continuous quality improvement. The successful candidate will also possess strong project management skills and proven experience in managing customer quality and technical complaints, using a proactive, customer-focused approach to resolve issues and implement effective corrective actions.

We want someone who will lead and role model to the Refresco core values - agile, responsible, excellent, passionate and entrepreneurial - see here for more detail:

https://www.refresco.co.uk/uk/about/our-values

Refresco believes that equal opportunity for all is fundamental to our company's values and all our applicants can expect fairness and transparency in our recruitment process.