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Outside Customer Care Representative

Outside Customer Care Representative

AMF BakeryRichmond, VA, US
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Job Description

Job Description

WE RISE TOGETHER!

At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.

AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread, Cake and Pie, Pizza and Flatbread and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufactures around the world. Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce. If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.

Position Summary

The Customer Care Project Manager is responsible for managing aftermarket customer projects-including Maintenance Partnership Programs (MPPs)-while identifying and driving additional revenue from Repair & Modernization (R&M) initiatives. This role works closely with Customer Care Representatives (CCR), Onsite CCRs (OCCR), Regional Account Managers (RAM), and Service teams in both the U.S. and the Netherlands to ensure customer satisfaction and revenue growth.

Key Responsibilities

Customer Relationship Management

  • Build and maintain strong aftermarket relationships with assigned customers.
  • Lead all MPP team meetings and maintain actionable plans with customers.
  • Provide proactive, responsive communication including troubleshooting, research, and follow-up.

Project & Program Management

  • Manage MPP programs, R&M projects, and service visits end-to-end.
  • Follow up on customer visits to resolve technical issues, close punch list items, and develop proposals.
  • Prioritize resources and travel for maximum customer and business impact.

    • Technical & Sales Support

  • Develop and deliver presentations, proposals, service contracts, and parts quotes.
  • Support CCR and RAM teams with lead generation and opportunity closure.
  • Act as the liaison between customers, Technical Service, and CCRs to resolve open issues.

    • Systems & Tools

  • Use AMF systems including CRM and D365 (ERP) to track activity and plan projects.
  • Maintain accurate customer records, call reports, and project documentation.

    • Travel & Field Support

  • Visit customer sites to support MPPs, R&M projects, and technical issue resolution.
  • Foster strong collaboration with European colleagues on technical matters.

    • Required Skills & Experience

  • 3+ years in project management or technical customer support within capital equipment, baking, or food manufacturing industries.
  • Solid understanding of mechanical, electrical, and software systems.
  • Strong problem-solving skills and ability to perform under pressure.
  • Proficient in Microsoft Excel, Word, PowerPoint, and Teams.
  • Excellent communication and customer service skills.
  • Preferred : experience with PLC ladder logic, structured text programming, and troubleshooting.
  • 40% Travel Requirements

    • Desired Skills & Experience

  • Bachelor's degree in business, engineering, or a related field.
  • Baking or food industry background.
  • Additional technical certifications or training.

    • Competencies

  • Customer Focus : Advocates for the customer in every decision.
  • Results-Driven : Consistently meets or exceeds goals with integrity.
  • Relationship Builder : Establishes trust and credibility with customers and colleagues.
  • Problem Solver : Uses analytical and creative approaches to resolve challenges.
  • Values-Led : Demonstrates respect, trust, and teamwork in all interactions.
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