Technical Manager

The District Manager, Technical & Warranty Service (DM, TWS) reports to 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 8-9 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 Wisconsin, Minnesota, North & South Dakota, Iowa, Nebraska and Northern Illinois.

• 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 needed.

• 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.

Required Knowledge/Skills/Abilities:

Essential Full Performance Knowledge:

Warranty Interpretation (Material and Workmanship)

• Carlisle responsibility

• Owner responsibility

• Applicator responsibility

• Payment of claims – Warranty, Product Liability, Sales Consideration

Specification Knowledge

• Installation methods

• Warranty term requirements

• Product knowledge

Carlisle Repair Procedures

• By design & system

• Various materials

• Details and Specifications

• Preparation of products / uses

• Approved / acceptable repairs

Company Policy & Practices

• Safety

• Personnel

• Department

• Regional Personnel

Knowledge of Claims Systems / Office Procedures

• Warranty status

• Design / Systems

• Data entry

• Carlisle Warranty System

• Data retrieval

• MS Office suite: Word, Excel, Outlook

• CCM Inspect

• Management Approval review and submittal

Applicator

• Active / Inactive / Terminated Status

• Quality Rating

• Perfect 10 Ratings

• 2-Year Obligation

• Contacts

• Sales history

• ESP / Perfection Council / Champions Club / Kings Court

Negotiation

• Understanding of CCM liability / responsibility

• Negotiation skills & tactics

• Ability to reach win / win agreements

• Sales impact vs. Liability understanding

• Work closely with legal when necessary

Essential Full Performance Skills:

Oral Communication

• Directly communicate with assigned Regional Technical Manager, Field Service Representatives, Warranty Specialists, Warranty Manager, Manager of PR&D, Manager of Warranty Administration, Manager, and Warranty Service Coordinators and Administrators.

• Directly communicate with Regional Sales Managers, all internal sales personnel, and Product Managers.

• Directly communicate with Owner, Architect, Consultant, Rep, Distributor, Applicators, Attorneys, etc.,

Written Communication

• Technical Job Investigation Reports

• Acknowledgement Letters to Owners

• Management Approvals

• Daily e-mail responses

Supervision

• Lead, Direct, Motivate Others

• Schedule, Plan, Coordinate Daily Activities of all involved

• Train, coach new procedures and policies and safety.

Leadership

• Provide feedback and strong desire to build people up

• Direct, Coach, Listen

• Train

• Recognition

Planning

• District management to ensure best customer service

• Goal setting

• Sales alignment

• Project Management

Education and Experience:

Education: Bachelor’s Degree

Equivalency: 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.

Working Conditions:

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