Analyst, Voice of Customer, Equipment Support

Popeyes; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a leading quick service restaurant brand as an Analyst for VOC Equipment Support. You will be responsible for assisting restaurants with vendor equipment orders, ensuring service excellence, and managing requests efficiently. This role requires strong communication, organizational skills, and customer service experience to provide best-in-class support.

Benefits

Comprehensive global paid parental leave

Free telemedicine services

Mental wellness support

Qualifications

• Strong verbal and written communication in English.
• Customer focus with organizational skills.
• Experience with customer service and technical software.

Responsibilities

• Provide exceptional customer service through phone and email.
• Manage ticket resolution for equipment requests.
• Support national equipment rollouts and maintain operating procedures.

Skills

Customer Service

Organizational skills

Strong verbal and written communication

Proficient technical skills

Ability to multi-task

Tools

SAP

Microsoft Word

Microsoft Excel

Job description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of buildingthe most loved restaurant brands in the world.

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly$45 billionin annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS, BURGER KING, POPEYES and FIREHOUSE SUBS brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

Job Overview:

The Analyst, VOC Equipment Support is responsible for assisting Tim Hortons restaurants with ordering vendor direct equipment, as well as supporting them with any warranty/service concerns regarding equipment within the restaurant.

Responsibilities:

· Provide exceptional customer service through communication channels -phone & email.

· Manage ticket resolution for TH restaurants specifically for equipment. This would include, quotations, purchase order creation, liaison for delivery & installs, support warranty or service escalations and general adhoc inquiries.

· Ensure service metrics are adhered to, to provide restaurants with best-in-class service.

· Restaurant requests submitted via email or phone.

· Escalation point of contact for equipment issues, working closely with procurement and vendors

· Support national equipment rollouts.

· Participate and present during weekly metric discussions within team.

· Update & maintain standard operating procedures.

· Work closely with Procurement, Project Development, Equipment Ops Standards

Qualifications:

· Strong verbal and written communication in English (French -not required but an asset).

· Customer focus.

· Organizational skills and ability to multi-task

· Proficient technical skills -Word, excel, Microsoft.

· Customer Service experience.

· SAP experience is a bonus but not necessary.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.