Technical Account Manager

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Act as the primary technical liaison for the client and manage the designated account relationship.

• Ensure compliance with agreed technical and contractual obligations in daily operations.

• Gain insight into the client’s quick service restaurant (QSR) and food service operational model, strategic goals, franchisee ecosystem, risks, and compliance needs.

• Spearhead the implementation and ongoing technical oversight of multi-country QSR and food service assurance programs.

• Guarantee uniform program execution across various regions, business units, and franchisee networks.

• Assist in the onboarding of global resources through auditor training, calibration, and evaluation processes.

• Conduct assessments of auditors and perform shadow audits.

• Execute technical evaluations of reports and supervise auditor capabilities, account performance goals, and client expectations.

• Handle field-based technical inquiries and client questions, including root cause analysis, corrective actions, and business-oriented recommendations.

• Develop and deploy the client’s second-party program, governance protocols, and reporting instruments.

• Keep up-to-date with supplier assurance requirements and upstream food safety risks.

• Collaborate with supply chain or manufacturing experts when additional expertise is necessary.

• Lead benchmarking initiatives for program evaluation, consistency, and continuous improvement.

• Identify and implement modifications to audit frameworks and delivery methodologies.

• Foster relationships with client decision-makers and serve as an extension of the client’s technical team.

• Collaborate with the Strategic Account Management Team to conduct Quarterly and Annual Business Reviews.

• Share technical insights, trends, and opportunities for strategic improvements based on audit results.

• Work with commercial, technical, and service delivery teams to ensure that contracted services fulfill technical specifications and KPIs.

⛳️ Requirements

• Must reside in the USA, ideally near Lansing, Michigan.

• Bachelor’s degree from a recognized university in food safety, environmental health, or a related science-based field.

• Lead Auditor certification in Quality Management Systems (QMS) or Food Safety Management Systems (FSMS).

• At least 10 years of experience in food safety, quality assurance, compliance, auditing, or risk management, with significant exposure to QSR, restaurant, or food service operations.

• A minimum of 3 years’ experience in managing strategic customer relationships or complex global programs.

• Experience in supporting multi-site and multinational QSR, restaurant, food service, hospitality, or retail food environments, including franchisee or distributed operating models.

• Practical experience in supplier assurance or food manufacturing, with an understanding of upstream risks and their potential effects on QSR operations.

• Familiarity with audit program governance and performance management, including technical review and corrective action process management.

• Demonstrated customer-centric approach that fosters business growth or enhances efficiency.

• Strong practical knowledge of global food safety, quality, hygiene, and regulatory requirements relevant to QSR, restaurant, food service, and ready-to-eat food preparation, handling, and delivery operations.

• In-depth understanding of North American regulations, including the US FDA Food Code, state and local public health regulations, employee training and health mandates, and pertinent FSMA requirements.

• Knowledge of the Safe Food for Canadians Regulations, Canadian Food Inspection Agency standards, provincial restaurant and food premises regulations, preventive control plans, and relevant import and supply chain food safety requirements.

• Solid understanding of supplier assurance principles and risks associated with manufacturing food safety.

• Comprehensive comprehension of HACCP principles, risk assessment, and food safety management system implementation.

• Excellent communication and diplomacy skills, with the capacity to guide, negotiate, influence, and persuade at all organizational levels.

• Advanced critical thinking and problem-solving abilities.

• Strong relationship-building skills and the capability to work cooperatively within a matrix organization.

🏝️ Benefits

• Competitive salary that aligns with market standards.

• Comprehensive benefits package.

• Flexible working arrangements where applicable.

• Opportunities for professional development.

• Collaborative work environment.

• Pre-employment checks including verification of identity, right to work, employment history, education, and criminal records where applicable.