Careers

Job Posting: Technical Support Manager

Location: Hybrid

Who we are:

At Vivreau North America, we are a company with a clear vision and mission – to deliver high-quality water in a sustainable, environmentally responsible, and health-promoting way. With over 30 years of industry-defining operation, we have established a legacy of innovation and stewardship in the premium water dispenser category. Our goal is to continue this legacy by providing our clients with customized water dispenser solutions that align with their unique business objectives. We are passionate about helping businesses make better water choices by delivering solutions that enhance employee health and wellness while promoting environmental sustainability. By joining our team, you’ll have the opportunity to work for a company that is committed to making a positive impact on the world through our innovative and sustainable water dispenser solutions. Be part of a team that is dedicated to making a difference in the world – join Vivreau North America today!

What we offer:

At Vivreau, we are committed to creating a work environment that is not only productive but also enjoyable. Our team is made up of diverse and talented individuals who are passionate about what they do. We strive to create a culture where everyone feels valued, supported, and empowered to reach their full potential. Here’s what you can expect when you join us:

• Competitive Health Benefits package and paid sick time and vacation time to support your well-being and work-life balance.
• A company-matching retirement savings plan to help secure your future.
• A growth culture with many opportunities for professional and personal development to help you achieve your career goals.
• A fun, progressive work environment that prioritizes safety and productivity.
• A commitment to diversity and inclusivity, where unique backgrounds, experiences, and perspectives are celebrated as the key to our collective success.

Join our team and be part of a company that values your contribution and invests in your growth. Apply now to take the first step in your new career journey!

Technical Support Manager 

VIVREAU North America is growing!  We are seeking a seasoned Technical Support Manager who will work closely with both internal and external stakeholders to ensure the highest levels of technical support and service delivery.

The Technical Support Manager will also be responsible for driving to advance our support network and create operational efficiencies to ensure our service operations flow as seamlessly as possible for our clients and partners. The role will support and help drive innovation in process, lead continuous improvement while supporting the development and engagement of a team towards operational excellence.

Reporting Relationships 

The Technical Support Manager (TSM) reports directly to the VP of Service Operations & Client Experience.  Additionally, the Technical Support Manager will have a team of Service Technicians directly reporting to TSM.

Key Duties and Responsibilities:

Strategic Oversight of Technician Activities and Performance:

• Evaluate and assign KPIs for all external technicians across North America
• Cultivate and manage relationships with external partners and internal stakeholders to ensure operations are running efficiently and meeting company KPIs and objectives
• Provide technical perspective on service activity improvements and consistencies required for efficiency

Management and Oversight of Internal Technicians:

• Supervise and direct existing internal technicians to ensure organizational KPI targets are met
• Ensure adherence and accountability to policies and standard operating procedures, as well as SLA related terms and KPIs
• Provide training and development opportunities for technicians to improve technical troubleshooting skills and customer service experience
• Champion programs for increasing employment engagement, communications, and people development

Technical Knowledge and Oversight:

• Possess technical excellence with knowledge on all aspects of systems required for escalated technical inquiries
• Develop policies and strategies to ensure the effective and timely resolution of critical technical and procedural issues for all internal and external technicians
• Problem solve various queries, provide and execute solutions, and escalate issues to the appropriate department, as needed

Technical Training:

• Develop and implement training programs and requirements for successful technical troubleshooting internally and technical standards externally
• Leverage existing technical knowledge from NOAM and Brita to review existing standards and develop best practices
• Develop robust troubleshooting and technical resources and courses

Quality Assurance in the Field:

• Oversee quality control and SOP revisions to ensure efficiency across operations internally and externally related to anything technical

Technician Parts Management:

• Mediate between Service Ops and other departments to facilitate information required for service activities efficiently and effectively

Project Management related to Technical Support:

• Propose, assist with, and provide support on all technical support-related projects to ensure the enhancement of tech support program and support for external technicians
• Act as a Project Manager for assigned projects, assuming full responsibility for planning, coordinating teams, and administering projects, modifying and creating SOPs, and ensuring timely completion of documents
• Assist with overall Technical Support strategy and initiative development, oversight, and associated launches
• Provide reports and information to management at regular intervals and by request

Representation:

• Represent Vivreau as Technical Manager at required service activities (escalated client requirements) and events as required
• Perform additional tasks as required

Qualifications:

• Minimum of 5 years of technical experience in a management role along with supervisory experience. Similar industry experience would be an asset.
• Fosters a growth mindset with strong analytical skills and an understanding of warehousing, parts management and logistics
• Has a track record of being an entrepreneurial spirit, continuously innovating to achieve great results.
• Ability to effectively manage multiple priorities with strong deliverables and low margins of error.
• Must possess excellent communication, collaboration and organization skills, and have experience delivering training.
• Communicates with honesty and kindness and creates the space for others to do the same.
• Demonstrated ability to lead, manage, motivate, and positively communicate professionally with staff and peers at all levels.
• Fosters connection by putting people first and building trusting relationships
• Integrates fun and joy as a way of being and working
• Our expectation is that you bring your full self to work each day, deliver high quality product support, provide exceptional customer service, and help support our mission to provide exceptional sustainable hydration solutions to our customers.

Ideally applicants are located in New Jersey, however we are open to considering candidates from elsewhere dependent on experience.

10-20% travel is required for this role depending on location.

We look for people with a clear drive for delivering service excellence with integrity, from a team-driven and dynamic mindset. If you have a passion for technical excellence, strong leadership and project management skills, and the ability to cultivate strong relationships with internal and external partners, we encourage you to apply. Qualified applicants are invited to submit both their cover letter and resume to humanresource@vivreau.com by Friday, April 28, 2023.

Job Posting: Service Coordinator

Location: Hybrid

Who we are:

At Vivreau North America, we are a company with a clear vision and mission – to deliver high-quality water in a sustainable, environmentally responsible, and health-promoting way. With over 30 years of industry-defining operation, we have established a legacy of innovation and stewardship in the premium water dispenser category. Our goal is to continue this legacy by providing our clients with customized water dispenser solutions that align with their unique business objectives. We are passionate about helping businesses make better water choices by delivering solutions that enhance employee health and wellness while promoting environmental sustainability. By joining our team, you’ll have the opportunity to work for a company that is committed to making a positive impact on the world through our innovative and sustainable water dispenser solutions. Be part of a team that is dedicated to making a difference in the world – join Vivreau North America today!

What we offer:

At Vivreau, we are committed to creating a work environment that is not only productive but also enjoyable. Our team is made up of diverse and talented individuals who are passionate about what they do. We strive to create a culture where everyone feels valued, supported, and empowered to reach their full potential. Here’s what you can expect when you join us:

• Competitive Health Benefits package and paid sick time and vacation time to support your well-being and work-life balance.
• A company-matching retirement savings plan to help secure your future.
• A growth culture with many opportunities for professional and personal development to help you achieve your career goals.
• A fun, progressive work environment that prioritizes safety and productivity.
• A commitment to diversity and inclusivity, where unique backgrounds, experiences, and perspectives are celebrated as the key to our collective success.

Join our team and be part of a company that values your contribution and invests in your growth. Apply now to take the first step in your new career journey!

Service Coordinator

We are currently seeking a highly organized and detail-oriented Service Coordinator to join our team. Reporting to the Service Manager, the Service Coordinator will be responsible for coordinating and monitoring field service activities, dispatching technicians, troubleshooting issues, and ensuring that services are effective and client requirements are exceeded. The successful candidate will be a critical thinker with excellent communication and customer service skills.

Key Duties & Responsibilities:

• Receive and assess service request requirements from clients to ensure a clear understanding of their needs.
• Assess client issues and provide troubleshooting recommendations to technicians.
• Dispatch requests for service to the appropriate technician based on factors such as Service Level Agreements (SLA’s), location, security clearance, availability, etc.
• Coordinate with other departments to fulfill all aspects of service requests, including ordering parts as required.
• Monitor and follow up on work order progress to ensure timely completion.
• Maintain communication with clients and technicians regarding service times and updates, fostering positive client relationships.
• Listen to and interpret technician calls, monitoring and closing out workflows as required.
• Communicate and coordinate security clearances as needed.
• Attend team functions/events both remotely and in person.
• Perform additional tasks as assigned by management from time to time.

As our Service Coordinator, you will play a crucial role in ensuring that our clients receive exceptional service and their needs are met in a timely and efficient manner. If you have excellent organizational skills, exceptional communication skills, and are committed to providing excellent client care, we encourage you to apply for this exciting opportunity.

What we are looking for:

• Minimum of two years’ experience in a related position
• High School Diploma or equivalent
• Service Coordinator experience is considered an asset
• Excellent communication and customer service skills
• Proven ability to build and maintain strong relationships through trust, exceptional communication, and accountability
• Methodical approach to problem-solving and decision-making, demonstrating sound judgment
• Ability to prioritize multiple competing tasks and adapt quickly in a dynamic environment
• Actively seeks win-win solutions for all stakeholders
• Ability to work effectively as a team member while also being self-motivated and able to work independently
• Strong computer skills in basic office and Microsoft Office; experience with Synergy preferred

We look for people with a clear drive for delivering service excellence with integrity, from a team-driven and dynamic mindset. If this is the right fit for you, qualified applicants are invited to submit both their cover letter and resume to humanresource@vivreau.com by Friday, April 14, 2023.