Technical Support Operations Manager

il y a 3 jours


GrootBijgaarden, Belgique Puratos Temps plein

At **Puratos’ Global HQ** in Brussels, we are looking for a **Technical Support Operations manager** that leads our global Technical Support team (600 people), supporting customers worldwide in bakery, patisserie, and chocolate, in optimizing operations, streamlining processes, and driving efficient collaboration across teams.

**Key Accountabilities**
- You develop and implement **technical support strategies and tools/processes** to enhance customer satisfaction and efficiency across countries. You collaborate closely with country technical advisor managers to ensure successful implementation.
- You create and maintain technical support **metrics and KPIs **to measure performance and drive continuous improvement. Analyze and optimize technical support data to identify trends and opportunities, such as reducing response time and prioritizing technical advisor planning. You develop support forecasting models for resource planning and allocation. You provide regular reporting and analysis to senior management.
- You manage and enhance technical support tools and technologies, including recipe database, technical reports, and knowledge management tools. You use best practices from specific markets to **drive continuous improvement** of these tools.
- You **foster digital presence** of technical teams on social media by developing processes and sharing best practices. You collaborate with other teams to ensure seamless coordination of technical support operations with product development, marketing, and sales.
- You review and update working processes for technical advisors (Vademecum) in close collaboration with the Guild training program trainers. You develop guidance tools for existing and new innovation centers to streamline their functioning.

**Who are we looking for?**
- You have a masters / Bachelor's degree in food science, engineering, or a related field with min. of 5 years of experience in leading technical support role, or a related field.
- You have built strong digital experience and computer skills and a proven track record of driving results and improving technical support processes.
- You are driven to develop processes and generate full understanding on the functioning of technical support staff.
- You are an excellent project manager with focus on aligned communication.
- You know fluent English (verbal & written). Dutch, French Spanish is a plus.

**Why should you join Puratos?**

You will be welcomed in a dynamic work environment where passion for innovation, team spirit and continuous improvement are key. You can count on a competitive salary package with attractive benefits such as:

- Meal vouchers (8€/day)
- Group, dental and hospitalization insurance fully paid by Puratos
- 13th month pay
- Company car
- Minimum 5 training days per year
- Responsibilities and the possibility to take ownership of your work

**Who are we?**

Puratos is a growing, international, Belgian family business with a team of more than 10 000 employees worldwide. Since 1919, we have been developing, producing and distributing innovative ingredients for the bakery, patisserie and chocolate sectors and helping our customers to be successful. We are committed to the health and well-being of people and protecting the planet.

Are you looking for the right recipe for your career? Choose Puratos, a Top Employer in Belgium.



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