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Technical Support Manager

1 month ago

Dublin, Dublin City, Ireland TN Ireland Full time

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Ornua is an Irish dairy co-operative that markets and sells dairy products on behalf of its Members, Ireland's dairy processors and, in turn, Irish dairy farmers. Ornua is Ireland's largest exporter of Irish dairy products and has annualised sales of € billion. Headquartered in Dublin, Ornua has a strong global team of 2,900 employees, operating from 10 business units worldwide, including 13 production facilities. Ornua's core purpose is to build profitable routes to market for Irish dairy products.

The Group is structured across two divisions: Ornua Foods and Ornua Ingredients. Ornua Foods is responsible for the marketing and sales of Ornua's consumer brands, including Ireland's most successful food export, Kerrygold, as well as Kerrygold Dubliner, Pilgrims Choice, Forto and BEO milk powders.

Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products, for the sale of dairy ingredients to food manufacturing and foodservice customers across the world, and for managing volatility through de-risking and trading strategies.

At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together.

At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious 'Path to Prosper' strategy. We have delivered significant growth in our core business, and we have ambitious plans for continued growth over the next five years.

WHY THIS ROLE IS VALUABLE

The Technical Support Manager will have responsibility for leading, managing and developing staff within the technical support function. The post-holder will be responsible for managing the stock results, monitoring process and maintaining supplier/customer quality documentation. The post holder will be required to manage & develop systems for addressing and facilitating customer and internal business queries.

The role involves maintaining close working relationships with Ornua Co-op's Ingredient and Consumer Foods divisions as well as manufacturers, subsidiaries and 3rd party suppliers, co-packers and service providers. The role will involve driving and participating in continuous improvement projects within the technical support function and in collaboration with cross functional teams. The post holder will be expected to take the lead in key areas of development and lead interdepartmental projects and meetings as required. The Technical Support Manager will be expected to work closely with Quality Managers to resolve key issues, standardise processes and to provide cover for the as required.

The role is predominantly office based; however certain aspects of supplier and customer interactions will involve some travel.

This is a 12 month fixed term contract.

KEY AREAS OF RESPONSIBILITY:
  • To lead, develop and manage the Technical Support Team within the business, to ensure the required levels of competence, motivation, commitment and efficiency are present and that the Technical Support team are fully trained with clear expectations and objectives defined.
  • To manage and maintain supplier KPI meetings and assist in holding suppliers accountable to KPI's set and to work closely with all Suppliers and Customers to ensure that all targets are being met for the supply of Technical & Quality data.
  • To coordinate the missing stock results monitoring process with the Technical Support team, Quality Managers and other relevant departments to action any stock related quality issues. To trend and address recurring issues around stock results with suppliers and drive improvement.
  • To work with cross-functional teams in the management of downgrade stock including reclassification of stock and risk assessment.
  • To drive continuous improvement in Quality Systems Management by maintaining the Ornua Specification & Quality Management systems and developing clear ways of working to ensure a consistent operating environment within the Ornua business to ensure compliance with customer requirements and standards.
  • To support the Ornua group use of the specification system through provision of training and streamlining of core documentation.
  • To review and continually develop more streamlined ways of working within the Technical Team in such areas as the handling of Customer Queries, Supplier Assurance Questionnaires, Results Monitoring, Sample management.
  • To ensure the technical support function is addressing all business queries utilizing the Technical Sharepoint system within a defined timeline by working closely with the cross functional.
  • To ensure that appropriate support service levels are provided to the Ornua Ingredients and Foods divisions both in house and internationally.
  • To provide cover and support for the Quality Managers and Head of Technical as required and to co-ordinate the weekly Pulse meetings and ensure the templates are up to date.
  • To participate in continuous improvement projects within the business as required.
  • To have a good working knowledge of technical legislation relevant to Ornua product categories, including implementation of any changes to this legislation to ensure that all Ornua products meet legislative and legal requirements.
  • To at all times represent the Ornua to the highest level in all interactions with our members, suppliers and customers. To develop and maintain good relationships with Ornua suppliers and 3rd party packers.
  • To perform any other appropriate duties from time to time.
KEY REQUIREMENTS:
  • 3 - 5 years' plus with experience of Technical/Quality Assurance, ideally dairy however food or beverage may be considered.
  • A third level qualification in a technical / food science discipline.
  • Strength of knowledge and experience in the areas of Quality management systems/processes development and maintenance is essential.
  • Project management is desirable.
  • Strong communication, interpersonal, organisational and administrative skills.
  • Problem solver, disciplined in collecting information, ascertaining root cause of issues and identifying and developing practical solutions.
  • Ability to work to deadlines and work under pressure.
  • Pro-active and possesses a "can do" mentality.
  • IT literate with strong M3 (ERP system), Word, Excel and database skills.
  • Flexible and committed attitude with the ability to display initiative.
  • Strong business results focus.
  • The ability to work well individually and integrate well with the Ornua business.
  • Flexibility to travel and work outside office hours.
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