Technical Service Manager

Iggesund Paperboard; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading paper industry company in the UK seeks a Technical Service Manager to provide specialized support for customer complaints and technical inquiries. The ideal candidate will have a degree in a science-related field and strong knowledge of the company's products. This full-time role offers various benefits, including a competitive salary and opportunities for growth within a dynamic team.

Benefits

Contributory pension plan

Life assurance

Private Medical Insurance

Annual uniform allowance

Cycle to work scheme

Qualifications

• Educated to degree level in a science-based subject or equivalent.
• Excellent knowledge of Holmen Board and Paper products and processes.
• Experience in customer complaint resolution.

Responsibilities

• Investigate customer complaints and implement corrective actions.
• Communicate technical issues clearly between departments.
• Support product development processes.

Skills

Knowledge of papermaking processes

Customer care

Technical communication

Analytical skills

Education

Degree in a science-based subject

Tools

Company IT system

Job description

We currently have an exciting opportunity for an experienced Technical Service Manager to join our team at our Workington Mill. Joining us on a full-time, permanent basis, you will receive a competitive salary.

Holmen Board and Paper is a Swedish company and a member of the Holmen Group. The Workington Mill produces premium paperboard under the brand Incada. Our paperboard is an integral part of the shopping experience for our clients customers. Since 2013 we have powered the mill almost entirely by fossil fuel free energy. We value our employees and products highly. Today we are approximately 340 co-workers. Our integrated pulp and paperboard mill is located to the west of the beautiful Lake District in the north of England.

What we will offer you

• A competitive salary
• Fantastic Contributory pension plan
• Life assurance
• Private Medical Insurance
• A range of benefits to support your health and wellbeing
• Opportunities to develop and grow
• Annual uniform allowance
• Occupational Health provision
• On-site staff canteen
• Cycle to work scheme
• Family friendly procedures including enhanced maternity leave and menopause procedure
• Exclusive staff discounts and deals through Benefit Hub
• Social Club with regular events throughout the year

About the Technical Service Manager role

An exciting opportunity has arisen for a Technical Service Manager. Reporting to the Technical Service Manager (Team Leader), the successful candidate will provide specialist technical service support for the resolution of Customer complaints and technical enquiries.

Our Technical Service Manager will be responsible for

• Investigate customer complaints according to actions, timings and responsibilities defined in the company claim handling process.
• Use appropriate measurement and review techniques to guide and facilitate focussed corrective actions and validate product quality improvements.
• Ensure claim trends are communicated internally and externally in a clear, timely and concise way when required (e.g. large quality issue).
• Communication and market knowledge: Ensure that technical issues are communicated in a clear and precise manner between market-based TS Managers and the respective departments within the mill organisation.
• Participate or request market-based customer and supplier visits to ensure enough specific customer and market knowledge to carry out your role.
• Represent the mill in discussions/projects with Customers and other Holmen Board and Paper organisations.
• Ensure Customer expectations and requirements are understood, and Customer care is promoted within the mill.
• Provide support to the Product Development Process.
• Ad-hoc projects, including ISO auditing when required.

What we re looking for in our Technical Service Manager

• Be educated to degree level in a science-based subject or an equivalent industry recognised qualification or experience in one of the following areas: Papermaking/Printing/Converting.
• Possess an excellent knowledge of Holmen Board and Paper products, processes and competitors.
• Possess an excellent knowledge of Holmen Board and Paper Sales & Marketing, Logistics and Purchasing organisations.
• Possess an excellent knowledge of Customer requirements.
• Have an excellent knowledge of the Company’s IT system.
• International travel: valid passport
• Valid driving licence.

Closing Date: 1800 hours on Friday 3rd October 2025

If you re looking for the opportunity to challenge yourself and make a positive impact with a pioneering customer-orientated business, we d love to hear from you. Please apply now to be considered as our Technical Service Manager!

Holmen is an equal opportunities employer that values diversity and is strongly committed to providing equal employment opportunities for all employees and all applicants for employment.

We are devoted and committed to developing our teams and ensuring that our staff have the courage, commitment, and responsibility to perform at their best. We provide significant resources to enable you to achieve your potential and expect our staff to perform to the best of their ability at all times.