Technical Support Manager

Job Description

Job Title: Technical Support Manager

Career Level: P1

Function: Technical

Reports to: Head of Technical

Location: Dublin

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Ornua is a leading dairy co-operative which sells premium dairy products globally on behalf of its Member Co-operatives, Ireland’s dairy processors and, in turn, Irish dairy farmers.

Ornua has revenues of €3.4 billion and is supported by a global team of approximately 2,800 employees. The Group operates as a commercial organisation across 10 business units, including 12 production facilities located in Europe, North America, the Middle East and Africa.

The commercial organisation is responsible for the marketing and sales of Ornua’s consumer brands including Ireland’s most successful food export: Kerrygold. Consumer markets are served by production facilities in Ireland, Germany and the UK and by in-market Sales & Marketing Teams in Asia, Germany, Ireland, MEA, Poland, Spain, rest of Europe and North and Latin America.

It also manages the procurement of Irish and non-Irish dairy products, the sale of dairy ingredients to food manufacturing and foodservice customers globally, and the implementation of de-risking and trading strategies to manage market volatility. These activities are supported by production facilities and in-market teams in Europe, North America, the Middle East and Africa.

KEY AREAS OF RESPONSIBILITY:

Team Leadership & Development

- Lead, coach, and develop the Technical Support Team, ensuring clear objectives, role accountability, and appropriate levels of competence, engagement, and performance.

- Foster a culture of continuous improvement, collaboration, customer focus, and quality excellence within the team.

Supplier & Customer Support

- Manage supplier KPI review processes, working collaboratively with suppliers and internal stakeholders to ensure the timely provision of technical and quality documentation and achievement of agreed performance targets.

- Build and maintain effective working relationships with suppliers, co-packers, service providers, customers, and internal teams to support business objectives and resolve technical issues.

Quality Systems & Process Management

- Lead the stock results monitoring process, ensuring timely review, escalation, investigation, and closure of quality-related stock issues while identifying trends and driving corrective and preventive actions with suppliers.

- Support the management of downgraded stock, including product assessment, risk evaluation, reclassification activities in conjunction with Quality Managers.

- Maintain and continuously improve Ornua's specification and quality management systems, ensuring compliance with customer, legal, and business requirements.

- Support the wider Ornua business in the effective use of specification management systems through training, guidance, standardisation, and process improvement initiatives.

- Develop and implement efficient and consistent ways of working across key technical support activities, including:

Customer queries

- Supplier assurance questionnaires

- Results monitoring

- Sample management

- Technical data management

- Ensure all technical business queries are managed effectively through designated systems and resolved within agreed service levels.

Continuous Improvement & Project Leadership

- Lead and participate in cross-functional projects aimed at improving quality, compliance, efficiency, customer service, and technical capability as required.

- Identify opportunities to simplify processes, improve system utilisation, and enhance the effectiveness of technical support services across the organisation.

Compliance & Technical Expertise

- Maintain a strong working knowledge of relevant food legislation, customer requirements, and industry standards applicable to Ornua product categories, ensuring changes are assessed and implemented as required.

- Support the business in maintaining compliance with applicable regulatory, legal, customer, and internal requirements.

Business Support

- Provide support and cover for Quality Managers as required.

- Coordinate technical meetings, including management of agendas, templates, actions, and follow-up activities as required.

- Represent Ornua professionally in all interactions, acting as an ambassador for the business and promoting strong supplier and customer relationships.

- Undertake additional responsibilities and projects as required to support evolving business needs.

KEY REQUIREMENTS:

Qualifications

- Degree or equivalent qualification in Food Science, Food Technology, Dairy Science, Quality Management, or a related discipline.

- Experience

- Minimum 3- 5 years' experience within a Technical, Quality Assurance, Quality Systems, or Food Safety role within the food, dairy, or beverage industry.

- Experience managing or coordinating quality management systems and technical data.

- Experience leading projects and driving process improvements.

- Previous people management or supervisory experience is desirable.

Technical Knowledge

- Quality Management Systems (QMS)

- Specification Management

- Project Management

- Food Safety and Regulatory Compliance

- Root Cause Analysis and Corrective Action Management

- Supplier Quality Management

- Audit Management

- Continuous Improvement methodologies

Skills & Competencies

- Excellent communication and stakeholder management abilities.

- Highly organised with strong planning and prioritisation skills.

- Analytical and structured problem-solving capability.

- Ability to influence and collaborate effectively across functions and external partners.

- Strong attention to detail with a focus on accuracy and compliance.

- Results-oriented with a proactive and continuous improvement mindset.

- Ability to work effectively under pressure and manage competing priorities.

Systems & Technology

- Proficient in Microsoft Office, particularly Excel.

- Experience using ERP and specification management systems (M3 experience advantageous).

- Strong data management and reporting capability.

Other Requirements

- Flexibility to travel occasionally as required.

- Willingness to work outside standard hours when business needs dictate.

Accessibility at Ornua

Ornua is committed to creating an inclusive and accessible workplace. We will make every effort to provide for any reasonable accessibility needs you may have during your employment with us. If you require accommodations at any stage of the recruitment process or in your role, please let us know — we’re here to support you.