Technical Services Manager

Suzano Packaging • Pine Bluff, AR

2d • Onsite

About The Position

Suzano is expanding its operations in the U.S. and is seeking an experienced Technical Services Manager to join our team in Pine Bluff, Arkansas. This role is critical in providing technical support to customers, conducting on-site visits, and ensuring customer satisfaction by addressing product-related issues. The ideal candidate will have a hands-on approach, strong problem-solving skills, and the ability to travel to customer sites across North America, including trips to Waynesville, NC.

Requirements

• Bachelor’s degree in Engineering, Technical Services, or a related field (preferred).
• Minimum of 5 years of experience in field service, technical support, or customer-facing roles in an industrial or manufacturing environment.
• Strong problem-solving and troubleshooting skills with a customer-first mindset.
• Ability to work independently in fast-paced and customer-driven environments.
• Excellent communication and interpersonal skills to build strong relationships with customers.
• Proficiency in Microsoft Office Suite and ability to maintain service documentation.
• Willingness to travel across North America.

Nice To Haves

• Hands-on Approach: Comfortable working in the field, solving technical issues on-site.
• Customer-Centric Mindset: Ability to build trust and ensure customer satisfaction.
• Problem-Solving Skills: Ability to analyze issues, propose solutions, and drive improvements.
• Adaptability & Flexibility: Open to frequent travel and working in diverse environments.

Responsibilities

• Conduct on-site technical visits to investigate and resolve customer complaints.
• Provide hands-on technical support, working closely with customers to troubleshoot issues.
• Act as a liaison between the customer and internal teams to ensure efficient problem resolution.
• Develop and implement strategies to reduce the number of customer complaints and improve satisfaction.
• Travel to customer sites, including Waynesville, NC, and other locations across North America.
• Support field operations by providing product knowledge, training, and hands-on assistance.
• Ensure technical solutions are properly implemented and aligned with customer needs.
• Maintain detailed records of customer interactions and technical issues.
• Work closely with internal teams, including engineering, quality, and sales, to identify recurring issues and implement solutions.
• Gather feedback from customers to drive continuous improvement in products and services.
• Ensure all field activities comply with company policies and industry standards.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager