Technical Service Quality Supervsior

Job Overview

The Technical Service Supervisor plays a key role in ensuring customer satisfaction by addressing and resolving technical issues related to product performance and application. This position serves as the bridge between customers, production, and R&D teams, driving continuous improvement and managing change control procedures. The role is responsible for developing effective solutions based on customer feedback, creating long-term problem-solving roadmaps, and leading technical projects that align with customer expectations. The ultimate goal is to support Amcor Flexibles in being the preferred supplier of safe, responsible, and innovative flexible packaging solutions.

Key Responsibilities

• Records and evaluates complaint submissions.
• Implement, document and maintain systems (workflowgen) for completion and recording of customer complaints.
• Initiate to withdraw the goods from customer and coordinates the follow up actions (verify / sort / rework / disposition).
• Collaborate with related departments on the evaluation, investigation, tracking and completion of customer complaints.
• Identify root causes and recommend changes to forward production processes to eliminate similar failure / issue in the future by using appropriate quality & improvement tools.
• Ensure timely processing of complaint feedback (CAPA / CCAR) to customer.
• Supervise / complete the records of change controls action / deviation (if required).
• Provide support & assist to the customer technical issue through identification of the problem, root cause analysis and recommend a solution during product development trial or in abnormal quality condition at customer.
• Coordinate to perform rework / sorting activity at customer (if needed).
• Communicate customer quality issue / special quality concern to all relevant departments.
• Liaise with internal quality team to communicate quality agreement / defect tolerance with customer.
• Collects complaint case and process metrics to capture & generate trend reports, as well as follow up potential improvements.
• Initiate quality improvements / develop guideline (OPL) / training / team development.
• Ensuring the necessary product change and process in place accordingly to procedure and operate effectively.
• Ensuring that Customer Quality Issue has been responded effectively, solved, and production has followed adequately to CCAR.
• Working very closely with NPD, PS, QA and Production team to deliver excellence quality and solution to customer.
• On time reporting and right signature to any format reports.
• Performing activities according to ISO 9001 procedures, FSSC 22000, Halal Standard, and BRCGS packaging materials.

Qualifications & Requirements

• Bachelor’s degree in Engineering (Chemical, Mechanical, Industrial) or related field.

• Minimum 3 years of experience in technical service, quality assurance, or production within a manufacturing environment (preferably flexible packaging).

• Strong problem-solving skills with knowledge of root cause analysis and quality tools 

• Good understanding of quality systems and standards (ISO 9001 preferred).

• Experience in handling customer complaints and coordinating cross-functional teams.

• Strong communication and interpersonal skills to work with customers and internal stakeholders.

• Ability to manage multiple tasks and prioritize under pressure.

• Proficient in Microsoft Office; experience with complaint handling systems is a plus.

• Willing to travel for customer visits or on-site support if needed.