Technical Customer Service Manager, Imatra Mills

Technical Customer Service Manager

We are looking for a Technical Customer Service (TCS) Manager to join us in BU Imatra, Business Area Foodservice and Liquid Board.

Your role

As the Technical Customer Service Manager, you play a key role in ensuring customer satisfaction and supporting long-term business success. You provide expert technical support to customers, translate customer insights into continuous quality and product improvements, and act as a trusted technical partner for both external customers and internal stakeholders.

In this role, you will work closely with sales, product management, production, quality, and converter support teams to ensure a seamless customer experience and successful product performance.

This role is based at Imatra Mills and reports to the Production Director. The role requires international travel.

Key Responsibilities

• Proactively support customers with technical inquiries and improvement opportunities, ensuring timely and value-adding solutions in co-operation with Converter Support Managers, Product Managers, sales, and other relevant stakeholders.

• Build customer engagement by organizing and facilitating customer audits, technical training, and mill visits.

• Actively participate in trial order follow-up and technical evaluations to ensure successful customer implementation.

• Manage technical claims professionally and efficiently in accordance with established procedures and agreed service levels.

• Drive root cause analysis for quality-related issues and ensure corrective and preventive actions.

• Deliver meaningful claims and performance analyses that support decision making.

• Maintain up-to-date customer specific technical documentation to support excellent customer service and consistency.

• Foster proactive and transparent communication with customers, sales teams, and other relevant stakeholders.
• Collaborate cross-functionally to advocate customer experience within the mill and broader organization, including product development, quality improvement initiatives, and innovation activities.

About you

You are a customer-focused professional with a strong ambition for continuous improvement and delivering excellent technical support. You combine strong technical expertise with a solution-oriented mindset and are comfortable working with cross-functional teams in an international environment.

To succeed in this role, you have:

• a relevant technical education

• strong analytical skills and the ability to make fact-based decisions using data

• excellent communication and stakeholder management skills

• the ability to build trust and collaborate effectively.

What we offer

By joining us, you will be part of our diverse working culture, supporting you to explore new perspectives and develop professionally. In Stora Enso we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.

More information

You can only submit your application via our recruitment tool. As we are assessing our candidates on an ongoing basis, we hope to hear from you as soon as possible but no later than 30 October 2026.

If you have any questions, please do not hesitate to contact Mikko Hietanen (acting Production Director), mikko.e.hietanen@storaenso.com.