Cluster Resolution Leader

At Tetra Pak we touch millions of lives every day, ensuring better nutrition and healthier lifestyles through safe packaging and food processing solutions. Guided by our global brand promise, PROTECTS WHAT´S GOOD, we strive to make a difference by protecting food, people and our futures. To do this we need more than smart technology. We need smart people too. People like you, who wants to work with people like us.
Take on the challenge to lead the resolution of some of our complex technical issues!
We are looking for a new Cluster Resolution Leader who will take the lead on solving complex technical issues related to our equipment for our customers in the Europe & Central Asia (E&CA) Cluster. Your responsibility is to ensure a structured and systematic approach to secure that a problem is understood, root cause found and when applicable, containment solution implemented.
You will join a diverse Quality & Technical Support Team in the E&CA Cluster. Our organization is responsible for quality process, leading the resolution of escalated issues, claims handling and pro-actively securing expansion of solutions.
You will be working closely with our Central teams, FSO (field service operation), PSE PC (installation project teams) Market Areas (Key Account Teams) and PLC (Product Life Cycle) to provide our customers with a solution to the problem.
You will be handling the North Europe market and if needed also support other markets in E&CA reporting to System Issue Management Team Leader within the E&CA based in Lund.
What you will do
As Cluster resolution leader, you will:
Lead resolution process for complex technical issues related to the equipment and gather the right competences for the resolution team.
Analyze data and send issues to responsible organization following the escalation process.
Coordinate necessary technical investigation to understand problem and potential root cause.
Secure structured documentation and regular communication to key account teams about issue resolution progress.
Ensure that process and tools (QTIM process, QuTI-P tool, Problem Solving Methodology (PSM), Escalation process and Accidents & Incidents process) are consistently followed and applied to ensure rapid and permanent resolution with data quality secured and Containment/ Permanent solution is implemented.
Create and share lesson learned and best practices from analyzed top issues and claims.
Monitor and lead corrective actions to improve issue resolution key measures and KPI’s.
Actively participate in local and global network to ensure knowledge is updated and ideas / issues are shared. Proactively build and maintain a network of relevant colleagues in other clusters and central organizations. Be the interlink for local staff to global network.

This is a permanent position and you will be based in Lund, Sweden. Some travel is expected, maximum up to 20% of your time.
Who you are
You are self-driven, customer-focused, and passionate about technical problem solving. We believe, you have a structured and analytical way of working, securing proper action and documentation, with clear focus on delivering quick and qualitative solutions and results, securing best possible customer satisfaction. Furthermore, you are both independent and collaborative sharing all the best practices and knowledge among the team. You can network on all levels, look for expertise, demand action and coordinate activities for best end-result. Lastly, but not least, resilient, comfortable with uncertainty, able to adapt and push for a solution.
We believe you have:
Experience within project- and/or quality management.
Experience from production sites and preferably technical knowledge of Tetra Pak’s equipment.
General knowledge and practical experience within the field of Food Safety and Hygiene.
Knowledge of working with PSM and troubleshooting methodologies.
Preferably familiar with our QTIM process and our QuTI-P tool.
Relevant Engineering University Degree.
Fluent in English, written as well as spoken

We believe you share our strategic behaviours and are dedicated to Tetra Pak’s customers for which we want to provide the best solutions. You can simplify, prioritize, and innovate. Furthermore, you act as a role model for safety, quality, and continuous improvement.
We offer you
Variety and exciting challenges with opportunities for development and training in a global landscape
Culture that pioneers spirit of innovation where our engineering genius drives visible result
Equal opportunity employment experience that values difference and diversity
Market competitive compensation and benefits with flexible working arrangements

Apply now!
If you are inspired to share our responsibility of protecting food to protecting the planet, apply through our careers page on https://jobs.tetrapak.com/ by submitting your CV and motivational letter.
This job posting expires on 2020-10-29.
Tetra Pak is committed to protecting its employees, customers and you, our candidates. We are working towards completing all or most of the steps in the recruitment process for this position by virtual means and further information will be provided as part of the recruitment process.
To know more about your application contact Kristina Malmquist at +46 46 36 2307
Questions about the position contact Joakim Lindholm at +46 46 36 4092
For trade union information contact Sveriges Ingenjörer Lisbeth Larsson at +46 46 36 2320 and Unionen Lars Haraldsson at +46 46 36 2533