Eastern Region Technical Services Manager
5 days ago
Position Summary: Responsible for managing all activities related to providing contractors, specifiers, architects, and owners with comprehensive product technical support and education for the Commercial & Residential Roofing Industry and in of the Polyglass management team. In addition, manages the acceptance of all warranty roofs to ensure high quality installations that minimize long term liability to Polyglass USA, Inc.
Manages five key technical groups/programs that support the entire Polyglass company:
- Technical Service Representatives for on-roof activities
- Systems Sales Representative for pre-project positioning
- Training Technicians to assist with Polyschool programs
- Assist Code Technicians as needed to execute the code approval process
- Manages the Warranty Administrators to issue and maintain roof warranties support
- Interacts, manages, and directs the roof inspection process for the Field Technical Service Representatives to provide comprehensive on-roof service to contractors while ensuring a high quality installation that minimizes liability to the company.
- Provides expertise in all product areas and develops strategies and aids sales team with applicable technical support.
- Assists Architects, Engineers, and Roofing Contractors in selecting systems and specific details to minimize installation costs without compromising quality standards.
- Manages relationships and promote company image/goals with Industry Associations that cater to roofing design professionals (IBECC, CSI, GRHC, etc.)
- Establishes guidelines, templates, and practices for uniform response letters, overseeing efficient and technical customer service.
- Understands Polyglass Technical Manuals and writes updated information as needed to support new products/programs or product changes.
- Writes technical articles that support company products/programs.
- Conducts regional and national trainings for new and current contractors and customers.
- Conducts training at trade shows highlighting Polyglass products and services.
- Works closely with Private Label customers to ensure product compliance.
- Manages warranty administration process to provide speedy, but proper, issuance; support for inquiries, leaks, and claims; and timely response with roof top investigations and repairs. Responsible for oversight, review and approval of claims related to all installed and as manufactured products that are a result of a customer claim.
- Supports the launch of new products through the Stage gate process with coordination from all disciplines especially Product Management, R&D and Sales.
- Plans, organizes, and coordinates all assigned programs to ensure accomplishment of financial/budgetary goals and optimum allocation of resources
- Promotes the ISO quality system through adhering to the elements of and being familiar with the philosophy, quality statement, quality manual, and procedures.
- Actively assists in continuous improvement activities and offer positive suggestions for improvements and innovations.
- Professionally answers technical queries providing Polyglass solutions.
- Works proactively to promote teamwork at all levels of the Company.
- Effectively manages resources to execute assigned programs.
- Communicates with co-workers, management, staff, customers, and others in a courteous and professional manner.
- Responds promptly when returning telephone calls and replying to correspondence, faxes, and emails.
- Coordinates details of program within the organization with a wide range of functions and individuals.
- Promotes health, safety, and environmental regulations by ensuring that standards, policies, and procedures are adhered to in compliance with corporate, federal, state, and local requirements.
- Acts, dresses, and behaves in a professional manner to reflect a positive image of the company.
- Travels an average of two weeks per month.
- Conforms with and abides by all regulations, policies, work procedures, safety rules, and instructions.
- Be a self-starter and work independently
- Uses logic and reason in dealing with problems.
- Adjusts to changing variables in the workplace.
- Engages others in constructive debate to explore alternative actions.
- Reaches agreements with others while maintaining perspective regarding longer term relationships.
- Communicates effectively and concisely in oral and written messages.
- Anticipates consequences and maintains a big picture approach in decision making.
- Is persistent when accomplishing a task or assignment.
- Works harmoniously and with tact and diplomacy in dealing with a broad range of people.
- Ability to effectively plan and organize work to get efficient and effective results.
- Acts as a formal or informal leader in the achievement of group targets.
- Operates pro-actively, anticipating possible problems, opportunities and challenges.
- Handles complex situations and assignments.
- Must have public speaking skills. Must possess the ability to motivate the audience.
- Manages projects and achieve desired results efficiently and on time.
- Writes and organizes technical documents in a concise, clear and timely manner.
- Analyzes data and prepares reports.
- Ability to be flexible and manage many assignments or projects at the same time.
- Leads, manages, and understands timelines and critical paths.
- Performs other duties as required for the success of Polyglass.
- Requires Bachelor's degree from a four-year college or university or the equivalent plus a minimum of two years of industry experience or any equivalent combination of related training and experience.
- This position requires the ability to work with a personal computer in a Windows environment.
- Requires proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
- Requires a valid driver's license and a good driving record.
- Travel a must.
- MS Project experience preferred
- RRO, RRC certifications preferred
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