Overview
Job: Technical Services Manager
Location: 50a Whiterock Road, Killinchy
Reporting to: Technical Manager
Responsibilities
* Maintain and continuously improve the site Quality Management System (QMS) in line with BRCGS, HACCP, and legislative requirements.
* Ensure compliance with all relevant food safety, quality, and regulatory standards.
* Manage horizon scanning, food security, and authenticity requirements.
* Lead internal audit programmes and manage third-party audit actions and close-outs.
* Ensure food safety and quality policies, procedures, records, and work instructions are effectively implemented, including document control.
* Take responsibility for decisions relating to corrective actions, non-conforming products, and process deviations, including root cause analysis and CAPA.
* Manage calibration activities and schedules across all Willowbrook sites.
* Participate as a core member of the HACCP team.
* Manage the customer complaints process, including investigation, trending, reporting, and customer/regulatory responses.
* Deliver site briefings and communications to the workforce on site performance and continuous improvement initiatives.
* Lead and maintain the supplier approval programme, including supplier evaluation, approval, re-approval, audits, and performance monitoring.
* Monitor supplier performance through KPIs, complaints, incidents, and trend analysis, escalating risks as required.
* Lead and maintain site food safety risk assessments, ensuring risks are identified, assessed, and controlled in line with HACCP principles, BRCGS, and legislative requirements.
* Carry out and review risk assessments relating to raw materials, processes, packaging, allergens, food defence, food fraud, and site activities, ensuring appropriate controls and monitoring are in place.
* Own and maintain the site vulnerability assessment and food fraud mitigation plans, including authenticity testing and supplier assurance activities.
* Manage horizon scanning for emerging food safety, quality, authenticity, and regulatory risks, ensuring timely assessment and implementation of required changes.
* Monitor industry alerts, customer requirements, legislative updates, and certification body communications, assessing impact to site operations and QMS.
* Lead risk-based decision making and escalate emerging risks to the Technical Manager and wider business as appropriate.
* Ensure all risk assessments, vulnerability assessments, and horizon scanning activities are documented, reviewed, and audit ready.
* Communicate emerging risks and mitigation actions to relevant site teams and support implementation of controls.
* Ensure sites remain compliant with site procedures and are always audit-ready.
* Manage customer audits, technical queries, complaints, and technical approvals.
* Support customer submissions, technical documentation, and retailer portals, including specification completion as required.
* Build strong technical relationships with customers, certification bodies, and regulatory authorities. Host and support audits and inspections as required.
* Work closely with the maintenance team to ensure acceptable maintenance practices and site fabrication standards.
* Implement customer codes of practice and the BRCGS Standard for Food Safety.
* Carry out any other duties deemed necessary by management in line with the role.
Organisational Structure / Reporting Line
* Technical Manager
* Technical Services Manager
* Specification Technologist
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