Technical Support Coordinator

Overview

Ornua is a dairy co-operative which sells dairy products on behalf of its members, Ireland’s dairy processors and, in turn, Irish dairy farmers. It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, Ornua has annualised sales of over €3.5 billion and a global team of 3,000 employees.

Ornua is structured across two divisions: Ornua Foods and Ornua Ingredients. We operate from 10 business units worldwide, including 16 production facilities, and have sales and marketing teams working in-market across the globe in Africa, Asia, Germany, Ireland, the Middle East, Spain, the UK, and the US.

You may know us by our brands Kerrygold, Dubliner, Pilgrim’s Choice, Avantage, Forto, and BEO.

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.

Role

The Technical Support Coordinator will work with the Technical Support Manager in the coordination of administration and support activities within the Technical Support Team. This includes ensuring results entry in defined timelines by suppliers and root causing issues on results entry, addressing queries from the business and managing documentation request and completion. The role will involve supporting the Specification Technologist in ensuring approved specifications are available to Commercial on current systems.

The Technical Support Co-ordinator will work closely with Quality Managers, Supply Chain, Commercial and Suppliers and will chair KPI calls with designated suppliers.

The Technical Support Coordinator will develop their knowledge of all aspects of Ornua systems, such as stock management and results entry within the Ornua ERP system (M3), Sharepoint and Quality Management Systems.

The role is predominantly office based, however certain aspects of both supplier and customer interactions may involve some travel within Ireland.

Key Areas of Responsibility

- To work closely with suppliers to ensure that all quality analytical data is provided electronically to Ornua within the agreed timeframes.

- To hold accountable suppliers who do not meet timelines for entry and to root cause reasons why & drive improvements at supplier level.

- To work with Quality Managers to ensure maximum quantity of stock has full results and is saleable always.

- To coordinate and lead monthly KPI calls with manufactures/packers to discuss and challenge current KPI’s on stock, specifications, audits and customer complaints.

- To create and execute Manual Certificates of Analysis in conjunction with Quality Managers and as required by the business.

- To participate in management of the Quality Management System within Ornua, whilst driving a strong quality improvement culture and customer focus.

- To complete Supplier Technical Questionnaires and Customer Specifications within agreed timelines and to maintain clear and timely communication with the customer consistently.

- To co-ordinate response to customer queries for the Technical Team and ensure all are responded to in a timely manner.

- To monitor and manage queries on the Technical Sharepoint to ensure SLAs are met.

- To review current processes and inputs on M3 (ERP Stock System) as required, ensuring all processes are fit for purpose and all inputs on M3 are as per agreed specifications.

- To review & participate in stock management activities.

- To participate in projects and continuous improvement initiatives as required.

- To work closely with the Technical Team to ensure that appropriate service levels are provided to the Ingredients and Consumer Foods Divisions.

- To always represent Ornua to the highest level in all interactions with our member suppliers, suppliers, and customers.

- To perform any other appropriate duties from time to time.

Requirements

A third level qualification in a technical food / food science discipline.

At least 2 years’ relevant experience within the dairy / food industry is desirable.

Strong communication, interpersonal, organisational and administrative skills.

Flexible and committed attitude with the ability to display initiative.

The ability to work well as part of a team and drive continuous improvement.

Strong Word, Excel, and database skills.

Willingness to travel in Ireland and abroad as required.

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