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Technical Services Manager Job

DATE: Feb 21, 2021

LOCATION: Pensacola, Florida, US, 32505

Company: Armstrong World Industries

Job: Quality
Primary Location: Pensacola, Florida
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) has a job opportunity for a Technical Services Manager to be located in Pensacola, FL.


Under the supervision of the Plant Manager,this position is responsible for efficient management and coordination of:

  • Process engineering functions, project execution and technical support
  • Quality systems and process capability
  • New Product Development (NPD) and simple line extensions
  • Changes to raw materials, critical product mfg. specifications and key process steps


Responsibilities include aligning plant process engineers and lab technician resources with plant goals and business priorities, improving the effectiveness and impact of technical resources, increasing plant technical capabilities including the use of good science and process controls, evaluating and implementing technical solutions and managing quality aspects of the Pensacola Integrated Action Plan (IAP).


Another important responsibility is ensuring that operations are supported technically to achieve results.  This includes reactive support through urgent response as well as proactive assessment of the current issues facing operations to identify improvement opportunities.  Cycle time is critical to resolve special causes quickly and to increase the rate of common cause improvements.


This role also provides leadership for NPD initiatives and other projects along with technical process support needed to drive plant key metrics including safety, quality, plant reliability and cost performance.


Essential Requirements:


Process Engineering Leadership for Project Execution

  • Identify and scope major projects
  • Manage overall portfolio of projects
  • Assign projects and balance workload of internal and external resources
  • Manage projects to meet cost, schedule and performance requirements
  • Ensure sound science and engineering practices are being applied
  • Serve as role model and resource for project execution and PI methods
  • Provide proactive leadership aligned with AWI and plant priorities


Quality Management

  • Ensure the organization is managing quality to AWI Quality System standards
  • Develop and implement quality system improvements in support of the plant’s IAP
  • Meet requirements for UL and AWI IPQA
  • Facilitate monthly trend reviews and action item execution to increase process capability
  • Participate in customer visits
  • Ensure effective claims resolution
  • Maintain and improve methods of defect detection


Special Cause Resolution and Urgent Response Technical Support

  • Provide urgent response to operational issues as needed 24/7
  • Support operations proactively by spending sufficient time with operations personnel to see how problems are being addressed and effectiveness of technical resources
  • Provide leadership and project management for major operational issues
  • Offer analysis and recommendations relative to disposition of materials


Business Planning and PI initiatives

  • Participate as an active and strategic member of the plant Leadership Team to achieve overall performance goals
  • Support the plant Reliability Steering team in managing the IAP to improve operational performance
  • Champion and lead specific initiatives
  • Manage NPD efforts aligned with AWI strategy to drive volume growth and mix improvement through market leadership
  • Promote safety, good 5S practices and use of lean methodologies


Cost Management

  • Execute annual cost reduction projects on time to meet budget commitments
  • Facilitate key elements of the annual cost planning process which includes identifying material and energy opportunities, scoping major projects for technical feasibility and impact, integrating ideas relative to plant priorities and long-term direction
  • Oversee and review critical raw material standard
  • Develop expense budget to ensure accurate costing of products and that cost commitments are achievable
  • Participate in weekly cost meetings to understand plant cost drivers and proactively address issues required to meet cost commitments


Development and Performance Management – assure technical competence and capability

  • Execute performance management system (Success Factors)
  • Plan for technical turnover and competencies required
  • Interface with AWI technical support groups


Supervisory Responsibilities                                                  


  • Directly supervise 3 to 5 process engineers
  • Directly supervise plant Quality Specialist
  • Mentor new project engineers on their training assignments
  • Coordinate activities of AWI Technology Engineers, Scientists, Project Managers and other technical consultants related to major initiatives and technical support


Education and/or Experience                                                  


  • B.S. degree in chemical engineering or a related field is required
  • Minimum of 7 years of manufacturing experience in technical or operational roles is required




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Required Competencies                                                          


  • Strong project management skills
  • Proficiency with structured problem-solving tools
  • Proficiency with Excel, Word and Power Point
  • Effective communication, writing, and data organization skills
  • Solid understanding of AWI (or equivalent) quality systems and NPD process
  • Strong leadership, facilitation and meeting management skills


Preferred Skills and Abilities                                                   


  • Previous experience in the paper and pulp, wallboard, or chemical processing industries
  • Six Sigma Green or Black Belt
  • Familiarity with Data Historian, SAP, Infinity and Minitab
  • Lean Leader certification or formal training on Lean tools
  • Prior experience managing budgets and/or cost centers
  • Prior experience supervising and/or mentoring technical resources
  • Prior experience executing NPD project work



Other Qualifications                                                    


Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Physically fit for climbing and working in awkward positions while investigating problems and auditing the process
  • Able to lift 50 pounds


Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.,


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 (Pensacola, FL)

Our Pensacola Plant, one of twelve Armstrong plants in North America, employs 200+ people working on rotating shifts, 24/7, in the manufacture and shipment of acoustical ceiling tile to Armstrong's customers worldwide. The Pensacola Plant was originally built in 1929 to produce insulating building material.  

Pensacola is the westernmost city in the Florida Panhandle. Pensacola is a sea port on Pensacola Bay, which is protected by 52 miles of sugar white barrier islands on the emerald waters of the Gulf of Mexico. A large United States Naval Air Station, the first in the United States, is located southwest of the city and is the home of the Blue Angels flight demonstration team and the National Naval Aviation Museum.

Pensacola is nicknamed "The City of Five Flags", due to the five governments that have ruled it during its history. Other nicknames include "World's Whitest Beaches" (due to the white sand of Florida panhandle beaches), "Cradle of Naval Aviation", "Western Gate to the Sunshine State", "America's First Settlement", "Emerald Coast" and "Red Snapper Capital of the World".

Armstrong World Industries was named #5 in the 2019 top 20 Most Generous Workplaces by the United Way of West Florida.


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: Pensacola

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