Share this Job

Technical Services Manager Job

DATE: Jul 14, 2021

LOCATION: Hilliard, Ohio, United States

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!


As Technical Services Manager, you will be responsible for the effective management and coordination of plant chemistry, process engineering, and quality assurance for our Hilliard plant. This includes process and chemistry support, ensuring the application of good science, new product development (NPD), quality assurance, cost reduction planning, and business process management. You will also 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.



What you'll be doing

  • Developing, implementing, sustaining, and auditing robust quality management systems
  • Leading quality assurance activities and implementing quality systems to improve overall customer experience, claims performance, product and packaging quality, and defects detection
  • Providing guidance and training to plant personnel who make product quality decisions
  • Assisting with quality troubleshooting, corrective actions, and providing recommendations
  • Ensuring timely and fair resolution of complaint handling and claims processes
  • Identify and scope new process improvement opportunities in quality, cost, and service
  • Owning and ensuring compliance with the plant change management process
  • Ensuring that critical-to-customer product attributes are maintained or improved upon
  • Collaborating with suppliers to improve product performance, reduce costs, and identify new technologies and methods
  • Supporting overall R&D and NPD efforts at Hilliard and with Lancaster-based support teams
  • Championing Lean transformation and related efforts, including daily Gemba Walks, Quality Glass Wall, Value Stream Mapping sessions, driving MDI and HOP, and creation and use of Standard Work
  • Overseeing the continued evolution, development, and execution of plant quality processes,
  • Ensuring adequate documentation and knowledge management of technical information
  • Keeping abreast of technical developments and advances and recommend their application when advantageous
  • Providing urgent, 24/7 technical support to plant operational issues such as major downtime, quality, safety, and environmental incidents
  • Identifying best practices using sound scientific methods, data analysis and standardizing those practices by developing Standard Operating Procedures (SOPs) and/or Standard Work
  • Determining overall staffing requirements necessary to meet production schedules
  • Driving Site Assessment and Employee Engagement goals
  • Guiding and advising personnel in interpretation of plant and company policies
  • Partnering with other managers to discuss and resolve non-routine issues and challenges
  • Promoting positive employee relations by frequently interacting with associates
  • Advocating for continuous learning and skill improvement and develop future/current leaders
  • Continually assessing and providing feedback on performance of direct reports
  • Participating in and advocating for the Plant Safety Process
  • Partnering with the plant’s EHS Manager to develop plant strategic and operating plans


Required Qualifications:

  • 5+ years of experience in a manufacturing environment
  • Bachelor’s degree in chemistry, engineering or related technical field
  • Previous supervisory or management experience in a manufacturing environment
  • Prior experience with new product development
  • Experience providing engineering support and problem-solving in manufacturing processes
  • Prior experience applying process improvement methodologies such as Lean Manufacturing
  • Familiarity with quality management systems
  • Proficiency in Microsoft Excel, Word, PowerPoint, SAP and/or Minitab
  • Demonstrated presentation, facilitation, and meeting management skills
  • Project management experience
  • Demonstrated ability to use data from multiple sources to quickly solve complex problems
  • Effective writing and data organization skills
  • Experience facilitating and leading Kaizen events
  • Ability to utilize business and financial metrics to drive improved performance


Preferred Qualifications:

  • Familiarity with soft fiber ceilings business, products, and manufacturing process
  • Experience with managing customer claims 



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 twelve Armstrong plants in North America, employs 100+ people 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.

Job Segment: Information Technology, IT Manager, Engineer, Quality Manager, ERP, Technology, Engineering, Quality