Senior Technical Support Analyst

Description

Job Summary: Responsible for supporting and enhancing the relationship experience between Smurfit WestRock and our customers by identifying their needs and translating them into improvement actions. Key Highlights: 1. Acting as a Smurfit WestRock facilitator with in-depth technical knowledge. 2. Focusing on continuous improvement and sustainability in customers' operations. 3. Training customers' teams to achieve autonomy and optimize solutions. **WHAT WE ARE LOOKING FOR:** Responsible for supporting and promoting an improved relationship experience between Smurfit WestRock and our customers, identifying and translating their needs into improvement actions that enhance their perception of value, ensuring the continuous improvement cycle of our internal products and processes. Acting as a WestRock facilitator, this professional will be equipped with technical knowledge to conduct diagnostics directly within our customers’ processes, aiming to propose solutions that meet their expectations and improve the sustainability of their operations. **Responsibilities and Duties** **WHAT YOU WILL DO:** * Supporting customers during structural changes, equipment upgrades, process modifications, or team transitions at their facilities, with oversight from team members to ensure performance maintenance on their packaging line, including potential support from team members. * Providing diagnostics and supporting implementations focused on continuous improvement in our customers’ processes as part of the service delivered through your oversight. E.g., FIFO, Packaging Handling, Palletizing, Raw Material Consumption, etc. * Training specific customer teams on the correct use and application of solutions proposed by Smurfit WestRock to ensure the necessary autonomy to minimize operational impacts, understand structural features and embedded technology in our products, and better differentiate them. * Supporting WestRock teams during implementation of solutions or pilot batches on the customer’s production line, from setup through final validation. * Ensuring compliance with programs related to Safety, Health, Environment, and Quality, while promoting and encouraging team members/colleagues to actively support these initiatives. Personally responsible for your own safety and that of your colleagues, valued for your active involvement; additionally recognizing that your adherence is essential. Also performing all necessary and applicable activities to ensure compliance with requirements of the Integrated Management System (ISO 9001, ISO 14001, FSC – Chain of Custody, Good Manufacturing Practices). * Providing feedback to plant Quality teams regarding the effectiveness of designed action plans and the need for possible adjustments or additional customer considerations. * Performing other duties related to your role and work process procedures, as required. **Requirements and Qualifications** **WHAT WE EXPECT FROM YOU:** * Bachelor’s degree completed in Production Engineering, Mechanical Engineering, Administration, or related fields; * Yellow Belt certification preferred; * Proficiency in Microsoft Office suite; * Intermediate English proficiency preferred; * Experience in manufacturing environments and customer service; * Experience in the corrugated board segment preferred, along with knowledge of corrugated board and packaging manufacturing processes; * Willingness to travel. **Additional Information** **Smurfit Westrock**, the global leader in sustainable paper and packaging, operates in 40 countries with over 500 packaging conversion operations and 59 paper mills. We offer an unparalleled portfolio of innovative packaging solutions—from corrugated and consumer packaging to Bag-in-Box and point-of-sale displays. With the circular economy at the core of our business, we use renewable and recyclable materials to create sustainable packaging solutions. As a trusted partner to companies worldwide, **Smurfit Westrock** is committed to developing efficient and scalable paper and packaging solutions to help address complex packaging challenges. We are committed to delivering meaningful value to our shareholders, customers, employees, and the communities where we operate. **OUR FACILITIES | BRAZIL** **Corporate Administration and Experience Center:** São Paulo - SP **Consumer Packaging:** São Paulo - SP **Forestry:** Forests in southern Paraná and northern Santa Catarina **Paper Mills:** Bento Gonçalves - RS, Pirapetinga - MG, Três Barras - SC **Corrugated Packaging Plants:** Araçatuba - SP, Blumenau - SC, Maranguape - CE, Pacajus - CE, Porto Feliz - SP, Saquarema - RJ, Uberaba - MG **APS:** Valinhos - SP