Technical Account Manager

Job Title: Technical Account Manager

Location: Dungannon

Salary: 30,000 - 40,000

Job Type: Full-time, Permanent

Overall Purpose of the Role:

The Technical Account Manager will oversee the technical customer account base, ensuring compliance with safety and quality standards. The role involves leading audits, managing complaints, and serving as the primary point of contact for customer technical queries. The ideal candidate will build strong customer relationships and drive satisfaction by ensuring products meet expectations and delivering exceptional customer service.

Key Responsibilities:

• Assist customers with technical requests and resolve any technical issues.
• Build and maintain strong relationships with key customer stakeholders.
• Continuously strive to provide an outstanding customer experience.
• Manage customer expectations and work towards ensuring customer satisfaction.
• Ensure all deliverables are on time, in good condition, and meet customer requirements.
• Track key account metrics and ensure adherence to customer Codes of Practice (COPs).
• Conduct gap analysis on customer specifications and COPs to ensure compliance.
• Liaise with internal departments on ethical and cultural matters.
• Provide progress updates to both internal and external stakeholders.
• Identify growth opportunities and collaborate with the commercial team to achieve sustainable growth.
• Manage key interactions with customers and external agencies/suppliers, particularly in relation to customer complaints, defect reports, quality alerts, and enquiries.
• Ensure strict adherence to food safety and hygiene standards across the site.
• Produce and update internal factory specifications for new and existing products.
• Manage customer specification web systems, including sensory assessments for new products, preparation of attribute sheets, and organisation of visual standards photography.

Qualifications:

• Proven experience in technical account management or a related role within the food production or agriculture sector.
• Strong understanding of technical processes related to food production.
• Excellent communication and relationship management skills, with the ability to collaborate effectively across teams.
• Ability to manage multiple client accounts and prioritise tasks efficiently.
• A proactive approach to problem-solving, with the ability to anticipate and address customer needs.
• Familiarity with food safety regulations, quality assurance standards, and industry certifications (e.g., BRC, HACCP, vegan certifications).
• Experience working with large retailers or foodservice providers is advantageous.
• Degree in food technology, agriculture, or a related field, or equivalent work experience.

Key Competencies:

• Strong client management and problem-solving skills.
• Knowledge of technical aspects of vegan or plant-based food production.
• Excellent organisational and time management skills.
• Ability to work independently and as part of a diverse team.