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 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

What You’re Going to Do:

Customer Support & Technical Assistance

• 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.

Field Service & Operations

• 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.

Process Improvement & Collaboration

• 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.

What We Expect from You:

Education & Experience

• 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.

Skills & Competencies

• 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.

What We’re Looking For:

• 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.

• 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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