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Technical Services Manager Job

DATE: Mar 1, 2019

LOCATION: Columbus, Ohio, US

Company: Armstrong World Industries

Job: Quality
Primary Location: Hilliard, Ohio
Relocation Offered: Yes 
Employment Status: Full-Time
Travel: 10%


Do you want to work for a company that gives you opportunities to grow in a collaborative environment? How about working for a manufacturer with a rich history and even brighter future? Armstrong World Industries began over 150 years ago as a small cork-cutting shop in Pittsburgh, PA. From that small business, we became the leader in ceiling, wall and suspension system solutions that contribute to better, more inspiring buildings that make a difference in the lives of people where they work, play, learn, heal and live. At Armstrong World Industries you'll have the opportunity to make the most of your potential. Come build your future with us!


Armstrong World Industries (AWI) is currently seeking a Technical Services Manager to join our Quality Department at our facility in Hilliard, OH. As Technical Services Manager, you will mainly be responsible for responsible for the effective management and coordination of plant chemistry, process engineering, and quality assurance. You will also be responsible for ensuring the application of good science, new product development (NPD), quality assurance, cost reduction planning and business process management for the Hilliard plant.


Additionally, you will be accountable for developing, implementing, sustaining, auditing, and improving necessary management systems for their assigned areas in accordance with company guidelines and the plant’s vision, mission, principles and values.


Responsibilities of the Technical Services Manager:

  • Participate in and advocate for Plant Safety Process; ensure safe work practices and behaviors
  • Partner with EHS Manager to develop plant strategic and operating plans that ensure environmental, safety, and OSHA compliance while improving overall operating results
  • Develop, implement, sustain, and audit robust quality management systems
  • Lead quality assurance activities and implement quality systems to improve overall customer experience, claims performance, product and packaging quality, and detection of defects
  • Provide guidance and training to plant personnel who make product quality decisions
  • Assist with quality troubleshooting, corrective actions, and provide recommendations
  • Ensure timely and fair resolution of complaint handling and claims processes
  • Work with internal plant and business leaders such as corporate quality, process improvement, and product management
  • Identify and scope new process improvement opportunities in areas of quality, cost, and service
  • Own and ensure compliance with plant change management process to ensure that critical-to-customer product attributes are maintained and improved upon
  • Collaborate with equipment and raw material suppliers to improve product performance, reduce costs, and identify new technologies and methods
  • Support overall R&D and NPD efforts at Hilliard and with Lancaster-based support teams
  • Actively support and engage in Lean transformation and related efforts
  • Oversee continued evolution, development, and execution of plant quality processes
  • Ensure adequate documentation and knowledge management of technical information
  • Keep abreast of technical developments and advances; devise and recommend their application when advantageous
  • Provide urgent, 24/7 technical support to plant operational issues which include major downtime, quality, safety, and environmental incidents
  • Identify best practices through using of sound scientific methods and data analysis
  • Develop Standard Operating Procedures (SOPs) and Standard Work within plant
  • Determine overall staffing requirements necessary to meet production schedules; interview and select qualified employees
  • Guide and advise personnel in interpretation of plant and company policies
  • Serve as active member of plant leadership team; partner with managers to discuss and resolve non-routine issues and challenges
  • Promote positive employee relations by interacting with associates to discuss and assist with problems or complaints; drive site assessment and employee engagement goals
  • Encourage continuous learning and skill improvement to develop leaders
  • Continually assess and provide feedback on performance of direct reports


Required Qualifications and Education of the Technical Services Manager:

  • Bachelor’s degree in chemistry, engineering, or related technical field
  • 3+ years of experience in a manufacturing environment
  • Project management experience
  • Experience providing engineering support and problem-solving in manufacturing processes
  • Ability to use data from multiple sources to quickly solve complex operational problems
  • Proficiency in MS Office
  • Travel to Canadian manufacturing facilities will be required


Preferred Qualifications of the Technical Services Manager:

  • Experience facilitating or leading Kaizen events and managing customer claims
  • Supervisory or management experience in a manufacturing environment
  • Familiarity with soft fiber ceilings business, products, and manufacturing process
  • new product development experience
  • Proven experience with applying process improvement methodologies (Lean Manufacturing)
  • Working knowledge of quality management systems
  • Proficiency in SAP and Minitab


Why Armstrong World Industries?


Armstrong World Industries, Inc. (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions. At home, at work, in healthcare facilities, classrooms, stores, or restaurants, Armstrong World Industries offers interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces. We built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we’re here to serve – our customers, our shareholders, our communities and our employees.


Benefits Package

  • Standard benefit package offerings: Medical, dental, prescription drugs, life insurance
  • Long term disability coverage
  • Vacation and sick time
  • Product discount programs
  • 401k Match


About the Location (Hilliard, OH)

Our Hilliard Plant, one of ten Armstrong plants in North America, employs many associates across multiple shifts who are involved in the manufacturing and shipping of acoustical ceiling tile.  The Hilliard plant prides itself in placing high priority on safety, quality and exceeding customer expectations.


Located 13 miles west of downtown Columbus, the city of Hilliard is a charming blend of old and new.  Leisure strolls through historic Weaver Park, football games at OSU, thriving businesses and chic boutiques and shops are just some of the many ways that Hilliard caters to both ends of the generation spectrum.



Equal Opportunity Employer: AWI is an Equal Opportunity Employer M/F/Disabled/Veterans



Notice to Staffing Agencies, Placement Services, and Professional Recruiters


Armstrong World Industries, Inc. has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact AWI employees directly in an attempt to present candidates.


AWI will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AWI, including unsolicited resumes sent to AWI via mail, email or in any form and/or method, including to AWI's resume database will be considered AWI property.


AWI will not pay a fee to any Recruiter that does not have a signed AWI contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by AWI's Corporate Talent Acquisition Manager or his or her designee.

Nearest Major Market: Columbus
Nearest Secondary Market: Dublin

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