Field Service Manager

Nice to Meet You

At Suzano, 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 21st-century challenges.

We plant and grow trees. We transform this renewable raw material into innovative and sustainable bioproducts that are part of everyday life for over 2 billion people. We cultivate life on notebook sheets that teach children, diapers that protect babies, biodegradable cups that don't harm the environment, absorbent papers, and convenience through sustainable packaging.

About the Role

Suzano is expanding operations in the U.S. and seeks an experienced Field Service Manager to join our team in Pine Bluff, Arkansas. This role provides critical technical support to customers, conducts on-site visits, and ensures customer satisfaction by addressing product-related issues.

Responsibilities

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.

Requirements

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.

We Offer

• Medical, Dental, and Vision Insurance: Comprehensive coverage options to support your health and well-being.
• Life and AD&D Insurance: Financial protection for you and your loved ones.
• Disability Insurance: Short-term and long-term disability coverage to protect your income.
• 401(k) Retirement Plan: Company matching contributions to help you save for the future.
• Employee Assistance Program (EAP): Support for personal and work-related issues.
• Wellness Programs: Access to programs promoting physical and mental health.
• Employee Discount Program: Discounts on various products and services, including travel, electronics, and more.