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.

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