District Manager, Technical
3 weeks ago
Job Description
The District Manager, Technical Warranty Service (DM, TWS) reports to their Regional Technical Manager (RTM) and is in contact with Regional Sales Managers and Product Managers to support the sales function from a technical aspect. The DM, TWS is responsible for the management / supervision of 5-8 Field Service Representatives (I, II, Technical Warranty Specialist) and the overall direction and support of the district from a technical warranty perspective. The DTM, alongside the Regional Technical Manager, is responsible for the development of all technical personnel within the district to promote career development to manage the technical personnel to provide timely customer service, including all rooftop activities and to monitor and improve applicator quality by implementing training programs for our customers to enhance their knowledge of CCM roofing systems and products. The DM, TWS ensures alignment with sales to continue the increase of sales and quality roofing installations and applications throughout the region. An understanding of the technical / sales / customer dynamic is essential to understand how the resolution of issues, or lack thereof, impact the district in way which can affect the company liability and sales opportunities.
Duties and Responsibilities:
District Managers, TWS, to focus most of their time in the field (> 50%). Strong interaction in the field with the direct reports and the customer base is essential. This is a field oriented, working management position. The current district includes the states of Texas, Louisiana, and New Mexico.Align with sales to build strong relationships with the customers within the region. Proactively communicate and visit all sales representatives within the territory on regularly scheduled basis to increase the technical presence and build stronger relationships between technical and their teams. A thorough understanding of the CCM valued roofing customers is essential. Communicate and visit with our top CCM roofing contractors to establish strong working relationships. Communicate with sales on roofing customers who are not operating to the technical standards established.Ensure the strategic goals of the company are shared with direct reports and implemented throughout the region.Responsible for the content and completion of Management Approvals, Product Complaint Forms, Monthly Reports, and other required process documents. These required process documents flow through the RTM.Assist the FSR’S with the resolution of the problem jobs and issues as necessary. Involve the RTM as need.Ensure the knowledge, proficiency, and development of the FSR’S within the territory increases each year and document this increase (Certification Program / Performance Reviews). Work in conjunction with the RTM to ensure success of this development process.Under supervision and participation with the RTM, manage and ensure development of FSR’S within the district. Conduct performance appraisals / goal setting, career discussions and document as required Praise, reprimand, and build cases for promotion and / or termination (when necessary) to establish and maintain an effective, professional, and customer service-oriented staff. Manage Performance Improvement Plans (PIP) as necessary under the guidance of the RTM and Sr. Manager, Technical Warranty Services.Ensure timely creation and delivery of letters, reports, and specification information via written format to the customer base.Review and ensure all direct reports adhere to budgetary requirements within the region. Ensure all direct reports maintain company assets / vehicles in a professional, clean, and safe condition. Approve expenses of direct reports in a timely manner. All expenses reviewed and approved by month-end each month.Conduct and assist RTM with interviews to ensure the timely hiring of individuals under company guidelines to meet the standards of the open position.
Knowledge, Skills Abilities:
Warranty Interpretation (Material and Workmanship)Specification KnowledgeCarlisle Repair ProceduresCompany Policy PracticesKnowledge of Claims Systems / Office ProceduresApplicatorNegotiationOral CommunicationWritten CommunicationSupervisionResponsible for directly supervising 5-8 Field Service Representatives / Technical Warranty Specialist.LeadershipPlanningEquipment and data useWork Environment/Time Worked:
Work Environment:Majority of time spent in an outside work environment in all-weather elements, excluding lightning, high winds, and unsafe conditions.Most of travel to job sites and other duties is by company vehicle and / or rental vehicle. Some air travel necessary depending on location in the country and demands of the workload.The work environment can be described as fast paced and demanding.Multi-task / organizational skills.Ability to perform under pressure and have creative thought process.Time Worked:Hours Worked: 50-60 hours with additional hours at night and on weekends, as required. Most work conducted is in the field and on roofs of commercial buildings and traveling to the jobsites. Approximately 10-15% of work is administration or in an office setting at your place of residence.Days of Week Worked: Monday thru Friday normally. Occasional Saturday or Sunday work travel as required.Shifts Worked: Daylight
Physical Requirements:
SittingStandingWalkingClimbingCrawlingStoopingKneelingLifting (60 lbs.)HearingDriving / Air TravelRepetitive MotionEyesightWill be required to perform other duties as requested, directed, or assigned.
Requirements
Education Experience Requirements:
Education:
Bachelor’s DegreeEquivalency:
Associate degree and 3-5 years roofing or construction experience.Experience:
4-5 years of related construction and single-ply roofing field experience including a minimum of 2 years of complex project resolution experience. Experience in managing a group of individuals with the responsibility of conducting performance reviews, etc.
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