Technical Service Manager to the Workington Mill

Holmen Paper Madrid SL; Workington; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the paper industry is seeking a Technical Service Manager in Workington to provide technical support for customer issues and enhance product quality. The role requires a degree in a science-based subject and excellent knowledge of paper products. We offer a significant annual salary and a comprehensive benefits package.

Benefits

Contributory pension plan

Private Medical Insurance

Cycle to work scheme

Family friendly procedures

Qualifications

• Degree level education in a science-based subject or equivalent experience in papermaking.
• Excellent knowledge of Holmen Board and Paper products.
• Ability to communicate technical issues effectively.

Responsibilities

• Investigate customer complaints and ensure effective corrective actions.
• Communicate technical issues between teams.
• Support product development and ISO auditing.

Skills

Knowledge of customer requirements

Understanding of paper products

Communication skills

Analytical skills

Education

Degree in a science-based subject

Tools

Company IT system

Job description

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.

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.

The successful candidate will:

• 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 appropriate 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 / 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.

To apply for this role, you should:

• 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.

What we offer you:

• Fantastic Contributory pension plan
• Life assurance
• Private Medical Insurance
• A range of benefits to support your health and wellbeing
• Opportunities to develop and grow
• 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

Disabled applicants are welcome and encouraged to apply. We will make accommodations during the recruitment process to ensure accessibility.

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.

Apply today

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.

To apply, please click the “Apply for this position” link at the end of the advert and upload your CV to arrive by 1800 hours on Friday 3rd October 2025.

Holmen’s operations are powered by the forest. The growing trees, the water rushing down the mighty rivers and the wind blowing through the treetops. This is the heart of Holmen, a business built around the forest ecocycle and the renewable products we can create from it. Our business areas are Forest, Renewable Energy, Wood Products, Paperboard and Paper. With a workforce of 3 500 people, we create a sustainable future and value for shareholders, customers and society with courage, commitment and responsibility.

Premium paperboard and innovative paper products from fresh fibre Holmen produces premium paperboard and innovative paper products for everything from cosmetics, electronics, pharmaceuticals and food to books, magazines, advertising and transport packaging. Our products are appreciated by conscious customers due to their exceptional properties and low climate footprint. We use fresh fibre from sustainably managed and certified forests. Our production and processing facilities are located in Braviken, Hallstavik, Iggesund and Strömsbruk in Sweden and Workington in the UK.