Sr. Technical Services Manager

Why you will love working at Maola:

Owned by a cooperative of family farmers who are passionate about cultivating sustainable dairy goodness and bottling fresh Maola brand milk and dairy products.

100+ years of dedicated stability and growth across 11 states.

Competitive pay, Medical, Dental, Vision, 401(k), Life Insurance, Time Off Provisions, and more, available no later than one month after hire.

Our employees are an integral part of who we are - what you do and what you think matters. SUMMARY

The Senior Technical Services Manager role is responsible developing processes and teams to provide technical support for our customers, consumers, and our 6 dairy plants. This role will manage a team that ensures prompt and effective service related to customer complaints, documentation requests, new product introductions as well as our supplier and contract manufacturing partners. This role is crucial in supporting customers, resolving technical issues, providing expert guidance and regulatory advice for our milk and milk products. This role collaborates with internal teams such as R&D, sales, production, and quality assurance to deliver exceptional service to our customers and consumers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Complaint Management

Develop and lead intake process, manage and close customer quality and service-related complaints.

Monitor and ensure root cause investigations are adequately performed and documented to address defects.

Monitor customer complaints to identify trends and potential improvements.

Track and analyze complaint data to assess performance and identify areas for improvement.

Respond back to customers/consumers as needed. Supplier Approval and Maintenance

Develop process and documentation standards to centralize supplier documents and approval for all material categories including raw material, ingredients, additives, packaging, and processing aids.

Assist with maintenance of approved supplier lists.

Perform hazard assessment on incoming materials to support production operations. Technical and Regulatory Documentation

Develop and deliver technical documentation to address customer needs.

Develop document management processes to ensure good documentation practices are followed and designed for efficiency.

Serve as a subject matter expert for label, ingredient, and product claims. Coordinate Commercialization Projects

Collaborate with R&D, product development, and marketing teams to provide technical input on new products, formulations, and customer-facing materials.

Lead and mentor a team of technical service specialists, providing coaching, training, and development opportunities.

Ensure that team members maintain up-to-date knowledge of food industry standards, regulations, and best practices. Regulatory Affairs

Monitor and interpret food safety regulations (e.g., FDA, USDA, EU, or local standards).

Ensure product formulations, labeling, and packaging comply with laws (e.g., nutrition facts, allergen declarations).

Prepare and submit regulatory documents for product approvals or certifications.

Conduct risk assessments and audits to ensure compliance with Hazard Analysis Critical Control Points (HACCP), General Manufacturing Practices (GMP), and other standards.

Collaborate with R&D, production, and marketing teams to align products with regulatory requirements.

Stay updated on regulatory changes and advise management on compliance strategies.

Manage inspections and communications with regulatory agencies.

Maintain records of compliance activities and certifications.

Obtain and/or maintain SQF certification, if required. SUPERVISORY RESPONSIBILITIES

This role will lead a team of technical colleagues that support production locations in efforts to manage customer complaint management processes, supplier management, and customer technical support colleagues. This team has potential to increase in future as company growth and structure evolves.

BASIC REQUIREMENTS

At least Bachelor's degree in food science or related field.

At least 8 years of experience with technical service or other roles with similar responsibilities with direct customer verbal and written communications.

At least 3 years of experience with Quality, production, or commercial management within the food industry, dairy preferred.

At least 3 years performing regulatory affairs activities associated with product suitability, labelling and compliance within US FDA and USDA agencies.

At least 5 years experience in a managerial or supervisory role.

Preventative Controlled Qualified Individual (PCQI) certification.

Knowledge of Safe Quality Food (SQF) or Food Safety System Certifications (FSSC) certification schemes. COMPETENCIES

Communication

Communicate clearly and effectively through multiple channels - oral, written, visual, and non-verbal - ensuring our messages are understood and delivered appropriately, whether in-person or digitally.

Accountability

Take responsibility for actions and anticipate challenges before they arise.

Solve problems both within and outside of departments, proactively addressing issues as they occur.

Customer Focused

Prioritize understanding and meeting both internal and external customer needs.

Ensure high levels of satisfaction and loyalty by anticipating customer requirements and striving for exceptional service.

Initiative

Proactive in identifying opportunities and addressing potential threats.

Act independently and decisively, rather than waiting for situations to demand action.

Problem-Solving

Possess the ability to identify and address complex issues with minimal guidance.

Skilled at analyzing challenges and finding practical, effective solutions.

Collaboration

Take responsibility for deliverables while also supporting others to ensure that collective goals are met.

Able to work harmoniously with others toward a common goal, recognizing and valuing each person's contributions, is fundamental to successful collaboration. PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. Specific vision abilities required by this job include close vision for computer work and ability to adjust focus. The employee may occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The individual would encounter normal office environmental conditions.

The noise level for the work environment would be considered in the moderate range (example: computers, printers, light traffic).

Maola Local Dairies, owned by the farmers of Maryland & Virginia Milk Producers Cooperative Association (MDVA), sustainably produces a full suite of nutritious dairy products through our network of six dairy processing plants. With a keen eye on quality, freshness, and love for the environment, Maola delivers dairy products that are both nutritious and sustainable to our local communities. For more information about Maola, please visit

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.