Technical Services Manager

Nice to meet you, We Are Suzano!

At Suzano, we believe innovation and sustainability go hand in hand. This union gave rise to a meaningful attitude: innovability, which guides us in thinking outside the box and looking beyond to tackle the challenges of the 21st century. We plant and grow trees. We transform this renewable raw material into innovative and sustainable bioproducts that are part of the everyday life of over 2 billion people. We cultivate life on the sheet of the notebook that teaches children, in the diaper that protects babies, in the biodegradable cup of coffee that does not harm the environment, in absorbent papers and in the convenience of using sustainable packaging.

Get to know us in 2 minutes!

https://www.youtube.com/watch?v=G7Dksqf_Nb4

About the Role:

Suzano is expanding its operations in the United States and is seeking an experienced Technical Services Manager to serve as a key technical representative for our customers across North America.

This is a highly customer-facing position focused on building strong partnerships, understanding customer needs, resolving complex technical and product-related issues, and identifying opportunities to improve our products and services.

The Technical Services Manager will support customers in the paper and packaging industry, partnering closely with the Quality, Manufacturing, Product Development, Sales, and Engineering teams across our Pine Bluff, Arkansas, and Waynesville, North Carolina, operations.

This role requires approximately 60-70% travel across North America. Travel typically takes place Monday through Friday, although occasional weekend travel may be required depending on customer needs. When not traveling, the position will work closely with our internal teams and manufacturing operations.

What You’re Going to Do:

Customer Relationships and Technical Support

• Serve as a trusted technical representative and primary point of contact for customers regarding product performance, technical concerns, and service needs.

• Develop strong, long-term relationships with customers by understanding their operations, business requirements, and product applications.

• Conduct on-site customer visits to investigate complaints, assess product performance, troubleshoot technical issues, and recommend effective solutions.

• Coordinate communication between customers and internal teams to ensure timely, clear, and professional responses.

• Present technical findings, root-cause analyses, corrective actions, and preventive actions directly to customers.

• Ensure customer concerns are managed with urgency, transparency, and a customer-first mindset.

Customer Complaints and Nonconformance Management

• Lead the improvement and standardization of processes related to customer complaints and product nonconformances.

• Develop a structured approach for documenting, investigating, tracking, and communicating customer claims.

• Perform root-cause analyses and implement corrective and preventive actions using methodologies such as 8D, A3, PDCA, Kaizen, or similar continuous-improvement tools.

• Partner with Quality and Manufacturing teams to reduce recurring complaints and prevent future product-performance issues.

• Improve the quality, consistency, and timeliness of technical reports and formal responses provided to customers.

• Establish relevant metrics and reporting processes to monitor complaint trends, response times, recurring issues, and improvement actions.

Product Development and Qualification

• Understand customer applications, market requirements, and evolving business needs within the paper and packaging industry.

• Support the development, testing, and qualification of new or modified products with customers.

• Coordinate customer trials and ensure technical requirements and performance expectations are clearly understood.

• Gather customer feedback and translate it into product, quality, and process-improvement opportunities.

• Work with internal teams to evaluate whether products and manufacturing capabilities are aligned with customer specifications and intended applications.

Cross-Functional Collaboration

• Work in close partnership with Quality, Sales, Manufacturing, Engineering, Product Development, and Customer Service.

• Support alignment between the Pine Bluff and Waynesville operations on technical-service practices and customer expectations.

• Provide internal teams with clear insights into customer concerns, product applications, and market requirements.

• Support training and knowledge sharing related to product performance, customer applications, complaint management, and technical problem-solving.

• Contribute to a collaborative, hands-on, and improvement-oriented work environment.

What We Expect from You:

Education and Experience

• Bachelor’s degree in Engineering, Paper Science, Packaging, Quality, Manufacturing, Technical Services, or a related field preferred.

• At least 5 years of experience in technical services, quality, product development, field service, or another customer-facing technical role within an industrial or manufacturing environment.

• Previous experience working directly with customers and managing technical concerns or product complaints.

• Experience in the paper, paperboard, packaging, converting, or related manufacturing industries strongly preferred.

• Experience supporting product development, product trials, or new-product qualification is highly desirable.

• Previous experience as a Technical Services Manager, Quality Manager, Technical Service Engineer, Product Development professional, or in a similar customer-facing technical position is preferred.

Skills and Competencies

• Strong ability to build credibility and trusted relationships with customers.

• Advanced problem-solving, troubleshooting, and root-cause-analysis skills.

• Ability to translate complex technical findings into clear and professional customer communications.

• Strong understanding of customer-complaint and nonconformance-management processes.

• Experience using structured problem-solving methodologies such as 8D, A3, PDCA, Kaizen, or similar tools.

• Green Belt, Six Sigma, Lean Manufacturing, or other continuous-improvement certification is desirable.

• Strong business understanding and ability to connect technical decisions with customer and commercial needs.

• Excellent communication, presentation, organization, and interpersonal skills.

• Ability to work independently, manage multiple priorities, and make sound decisions in customer-driven situations.

• Proficiency in Microsoft Office, particularly Excel and PowerPoint, and experience maintaining technical documentation and performance metrics.

• Willingness and ability to travel approximately 60-70% of the time across North America, including travel to customer sites and Suzano operations.

What We’re Looking For:

• Customer-Centric Leadership: You understand that technical service is about more than solving an immediate issue. You build trust, communicate clearly, and create long-term value for customers.

• Hands-On Problem Solving: You are comfortable visiting manufacturing environments, analyzing product-performance issues, gathering evidence, and leading practical solutions.

• Technical and Business Understanding: You can understand product applications, customer processes, market demands, and the business impact of technical decisions.

• Process Improvement Mindset: You identify gaps, create structured processes, establish clear documentation, and implement sustainable corrective and preventive actions.

• Collaboration: You work effectively across Quality, Manufacturing, Sales, Engineering, and Product Development to deliver the best possible outcome for the customer.

• Adaptability: You are comfortable with frequent travel, changing priorities, diverse customer environments, and working with teams across multiple locations.

• Professionals who share our values Suzano - People and Culture. Read more here: https://www.suzano.com.br/en/suzano/about-us/people-and-culture

We are pleased to offer an attractive compensation and benefits package for this role, which includes:

• Medical, Dental, and Vision Insurance: Multiple plan options with nationwide networks to support your physical health and preventive care.

• Life and AD&D Insurance: Company-paid basic coverage and optional plans to protect you and your loved ones.

• Disability Insurance: Short-term and long-term coverage to help protect your income in case of illness or injury.

• 401(k) Retirement Plan: Automatic enrollment with a generous company match to help you plan for the future.

• Health Savings Account (HSA) and Health Reimbursement Arrangement (HRA): Tax-advantaged accounts with company contributions to help manage healthcare expenses.

• Flexible Spending Accounts (FSAs): Options for healthcare, limited-purpose, and dependent care expenses.

• Voluntary Benefits: Additional protection through accident, critical illness, and hospital indemnity insurance.

Suzano is proud to be an Equal Opportunity Employer.

Suzano provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. Suzano complies with applicable state and local laws governing non-discrimination in employment in every work location. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

All positions at Suzano are subject to random drug and alcohol screening, performed in conformance with applicable law and internal Policy.

If we have piqued your interest, we look forward to receiving your application.

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