Issue Resolution Manager

at  Tetra Pak

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what’s good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people’s lives every day. And we need people like you to make it happen.

JOB SUMMARY

Tetra Pak is a global leader in food processing and packaging solutions, dedicated to making food safe and available everywhere. With a presence in over 160 countries and an extensive product portfolio ranging from packaging materials to processing equipment, Tetra Pak is committed to sustainability, innovation, and creating value for its customers and stakeholders.
We are seeking a proactive and experienced Issue Resolution Manager to join our team. Who will be responsible for lead resolution & sustainable containment of complex technical issues related to Tetra Pak’s products and services, as well as accidents & Incidents (A/I) across all businesses. This role requires strong problem-solving skills (PSM), excellent communication abilities, and a customer-centric approach to ensure timely and effective resolution of issues, securing proper communication with internal and external stakeholders.
You will have technical issue ownership in the market area and will be a very specialized individual contributor without direct reports.
The position is based in Cuautitlán, México
You may be required to travel 25% of your time regionally / globally.
Tetra Pak is not sponsoring work visas or relocation for this position.

As a Issue Resolution Manager, you will:

• Own the plan and the process to immediately contain complex issues (both Packaging & processing) and Accidents & Incidents by utilizing all available resources;
• Prevent expansion of issues by deploying available solutions or driving the creation of new solutions;
• Drive relevant forums to update stakeholders, participate when required;
• Collaborate with cross-functional teams including technical support, engineering, quality, OHS and sales to address and resolve issues in a timely manner.
• Secure structured and regular communication to stakeholders and customers during issue resolution progress;
• Identify trends and patterns in customer feedback and issue reports to drive continuous improvement initiatives.
• Lead collection and consolidation of high-quality, relevant documentation for proper closing of technical issues;
• Maintain a good understanding of the Accidents & Incidents (A/I) process, and support when needed;
• Participate in the review of Customer Experience Issue Resolution in the geography;
• Create and share Lessons Learned and Best Practices in market area from analyzed Top Issues;