Technical Services Manager - Customer Supplier Assurance

This role can be based out of our Lynn, MA or Savage, MD factories!!

Job Description

The Technical Services Manager — Customer Supplier Assurance owns the technical administration and follow-through of Kettle Cuisine’s customer and co-manufacturer commitments. The role translates contracts, customer standards, supplier expectations, audit requirements, and change-notification obligations into clear internal actions, assigned ownership, verification, and timely response.

Responsibilities

Customer requirements and contracts

• Coordinate review and administration of customer contracts, codes of practice, supplier manuals, audit standards, and change-notification requirements, including bid-sheet quality documentation, customer questionnaires, vendor-compliance packages, attestations, validations, and audit responses.
• Maintain the controlled database of customer agreements, requirements, non-standard obligations, renewal dates, and notification levels.
• Translate customer expectations for raw materials, supply chain, labeling, master data, portals, into practical internal standards, programs, and guidance.
• Support onsite customer audits, technical discussions, CAPA follow-up, and closure evidence with Quality, and Food Safety owners.

Leadership and collaboration

• Identify gaps, non-standard requirements, timeline risks, and unclear ownership before commitments are made.
• Establish work controls, escalation paths, response timelines, and evidence requirements for customer supplier assurance.
• Report recurring risks and recommend program improvements across sites and functions.
• Set priorities, track commitments, and coach assigned team members toward consistent execution.

Qualifications (Education / Experience / Skills)

• Bachelor’s degree in Food Science, Food Safety, Quality, Regulatory Affairs, Supply Chain, or a related field; equivalent relevant experience may be considered.
• Seven or more years of experience in customer quality, supplier assurance, technical services, quality systems, or food manufacturing.
• Experience interpreting customer contracts and technical standards; supporting customer audits, CAPA, and cross-functional projects.
• Working knowledge of SQF/GFSI systems, HACCP/Preventive Controls, supplier approval, change control, and food-manufacturing operations.
• Strong written and verbal communication, project-management, prioritization, and stakeholder-management skills.

Success Measures

• Customer requirements, contracts, and change-notification obligations are current, assigned, and accessible.
• Customer responses, audit actions, and CAPA commitments have clear owners, due dates, evidence, and closure status.
• Non-standard requirements and customer risks are identified and mitigated before launch.
• Continuous improvement, year over year, in improved customer audits and scoring, risk mitigation, and efficiency to commercialization.

As a Leader Within the Kettle Cuisine Team, You Are Expected To

• Model and support Kettle Cuisine’s Core Values and safety culture.
• Develop individual team members and their careers.
• Create a culture of accountability and performance.
• Drive a focus on quality assurance and continuous improvement.
• Plan work, track results, and resolve issues.

Required Attributes

• Self-directed, with high integrity and sound judgment.
• Able to represent Kettle Cuisine professionally with customers and internal leaders.
• Organized and able to manage multiple priorities, projects, and metrics.
• Strong analytical, problem-solving, and communication skills appropriate to the role.
• Willing to address difficult situations with patience and respect.
• Able to travel and work in manufacturing environments as required.