Massachusetts Green Jobs

Job Overview

The AFH Technical Service Representative will be responsible for providing comprehensive technical customer support for all Away From Home Customers. High level responsibilities include providing any number of comprehensive training programs, customer-facing support, customer relations management support, phone and email troubleshooting support, and internal technical support to the Sales team, over a wide array of equipment and product offerings. The AFH Technical Service Representative will also work with KADs (Keurig Authorized Distributors) and external partners to ensure that new equipment launches will be properly supported in the field. The Technical Service Representative will also work cross-functionally with any number of internal project squads as new products are developed. This role will be essential in providing input on serviceability requirements and in supporting the quality component of product launches.

What you will do:

• Support new brewer launches by traveling to KADs and potentially large end customers to lead training programs on brewer servicing and maintenance

• Aid in the development of new technical content and user manuals related to the setup, maintenance, trouble-shooting and ongoing service needs for new Keurig brewer innovation

• Perform and provide feedback on warranty claim procedures

• Efficiently leverage the team technical portal, and other cloud-based assets for efficient customer support

• Follow best practices for responding to customer inquiries via phone and email, and maintain standards for team response time

• Drive continuous improvement of product line through collaboration with Commercial and Product Development team

• Provide support for trade shows and customer demonstrations

• Develop new relationships and on-the-job learning experiences working alongside Commercial, Product Management, and Engineering team colleagues

Requirements

• Minimum 5 years of experience in equipment service and complex equipment troubleshooting – experience within the coffee

• Experience developing technical training programs and travel schedules, leading customer trainings and handling customer service inquiries related to appliance service issues

• Experience working in a CRM platform; Sales Force or Oracle Engagement Cloud a plus

• Strong technical writing and verbal skills; ability to think critically

• Strong Microsoft Office skills with a focus in Excel

• Good judgment; understanding when to involve others in the decision-making process

• Highly collaborative and positive mindset

• Ability to work in a fast-paced environment with strong sense of urgency

• High adaptability; Ability to be energized by rapid change and ambiguity

• Ability to travel 50% of time

• Bachelor’s Degree preferred

Company Overview

Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Frisco, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.

Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.