Technical Services Manager

ABOUT US

tms unites technology, marketing, and sourcing to drive transformational change for the world’s leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions – from inspiration and innovation to category management and delivery.

Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including McDonald’s, T-Mobile, O2, Starbucks, and adidas.

Most importantly, we're a place where you can achieve great things, and be recognized as the best.

WHAT MATTERS THE MOST

Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.

tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com.

ROLE OVERVIEW

Oversees all Packaging Development, Quality Assurance, Food Safety & Compliance systems and activities within S. Korea with the intent to consistently deliver on our promise to the Customer of safe and compliant assured supply utilizing a large diverse and dynamic network of packaging suppliers.

Responsibilities:

 EXTERNAL

Customer

• Be the face to the Customer when it comes to matters on quality, food safety, and compliance of packaging
• Establish and maintain relationships with the Customer so that timely communication of information about product performance and safety is delivered
• Provide timely and accurate objective data to Customer SCM and QA leads
• Regularly review and update the Customer to align expectations in the areas of:

• Quality
• Compliance
• Food Safety

• Manage complaint handling and follow up. Report the root cause and action plans
• Support & lead packaging development initiatives for Innovation, renovation & maintenance of packaging in the food service business

Supplier

• Establish and maintain collaborative relationships with suppliers to enable transparent and timely communication of quality, food safety, and compliance related matters
• Ensure Global Quality and Safety Requirements (GQSR) manual is understood and met by suppliers
• Visit supplier’s plants to evaluate and assure adherence to safety, process control, quality control, equipment maintenance, and sanitation processes. Work together with suppliers to develop programs to improve deficient areas
• Ensure new facilities, materials and equipment are effectively qualified
• Ensure supplier facilities are compliant with SEDEX / SMETA requirements
• Lead continuous improvement in quality performance across product categories with supply partners and category teams to include, but not limited to:
  • Supplier QA reviews and audits (e.g. GMP, HACCP, etc.) with action plans in place to close gaps;
  • Supplier quality metrics through formal audits, for example, complaint rates, quality scorecards, supplier ranking mechanism, GMP/HACCP, SQMS, social accountability, etc.
  • Monitor product performance at suppliers and stores
  • Identify and implement best practices
  • Implement Critical to Quality (CTQ) and Over the counter (OTC/ATCQ) programs
  • Ensure packaging standards and specifications are understood, enforced, and complied
  • Create and maintain packaging and product specifications
  • Select innovative technology and process to suit functionality and customer needs
  • Design and conduct operational trials for NPD, brand maintenance & quality improvement needs
  • Provide leadership in package testing, qualification and commercialization working closely with the vendors and regional teams.

INTERNAL

• Integrate the "Voice of the Customer" into packaging specifications
• Implement metrics to track, report and lead improvements
• Coach supply partners & new suppliers to develop capability to meet McDonald’s standards
• Assure that a workable mock recovery program and crisis action plan are in place, communicated, and understood.
• Conduct regular product evaluations of local supplier production versus target products and monitor product quality performance.
• Actively manage non‐ conformances from the field.
• Put in place the proactive quality systems and protocols and lead suppliers in the continuous improvement efforts.
• Make sure the newly launched product is in expected quality by conducting appropriate evaluation under agreement with customer QA.
• Identifying customer needs and uncovering improvement opportunities within work flow practices.
• Responsible for practicing front end framework to achieve consumer and customer centric design via collaborating with Global Technical teams for selected innovation and renovation activities.
• Active internal communication of the process and material benefits, including sustainability.
• Translate any development or research findings in to meaningful business opportunities and communicate to cross functional teams

 SKILLS AND EXPERIENCE

- At least three years’ experience in a quality or product development role in a manufacturing environment where he or she was responsible for raw materials through production to

finished goods.

- 5‐7 years’ experience in packaging development & commercialization in foods or consumer product industry

- Able to communicate in both Korean and English

- Experience in Packaging manufacturing industry

- Knowledge of packaging forms, coatings & conversion processes

- Degree in quality‐related field

- BS/MS in Packaging or Materials engineering