Technical Services Manager

9999 Suzano Packaging LLC; Pine Bluff (AR); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life and AD&D Insurance

Disability Insurance

401(k) Retirement Plan

HSA and HRA

FSAs

Voluntary Benefits

Job summary

Suzano is expanding its U.S. operations and seeks an experienced Technical Services Manager for Pine Bluff, Arkansas. You will deliver on-site technical support, troubleshoot product issues, and ensure customer satisfaction while traveling across North America to client sites, including Waynesville, NC.

The ideal candidate has a hands-on approach, strong problem-solving skills, and at least 5 years in field service or technical support within industrial settings.

Qualifications

• Bachelor's degree in Engineering or related field.
• 5+ years in field service, technical support, or customer-facing roles in industrial/manufacturing.
• Willingness to travel across North America.

Responsibilities

• Conduct on-site visits to investigate and resolve customer issues.
• Provide hands-on technical support and troubleshoot with customers.
• Coordinate with internal teams to deliver effective solutions.
• Record detailed notes on interactions and issues for follow-up.

Skills

Problem-solving

Customer-first mindset

Independent work

Communication skills

Travel readiness

Education

Bachelor's degree in Engineering

Tools

Microsoft Office

Job description

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.

Compensation and Benefits

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.

Suzano is the world’s largest pulp manufacturer and one of the largest paper producers in Latin America, with over 56,000 employees and contractors impacting more than 2 billion people globally. With over 100 years of history, we combine innovation and sustainability and are expanding in North America through strategic acquisitions. We lead in sustainable forestry practices, planting 1.2 million eucalyptus seedlings every day in Brazil, and transform renewable resources into sustainable bioproducts like biodegradable coffee cups, eco-friendly packaging, and tissue products. Suzano’s solutions enhance daily life while safeguarding the environment.

Join us in shaping a sustainable future together.