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 5-6 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 Colorado, Wyoming, Montana, Idaho, Utah and Arizona.
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.
Our employees’ well-being is key to Carlisle’s success. While healthcare costs have increased across the nation, Carlisle has absorbed Medical Insurance cost to keep employee premiums at the same rate for four years in a row. In addition to healthcare, you can customize a benefits program that’s exactly right for your personal situation.
Benefits offered:
Medical, Dental, and Vision insurance
Life and Accidental Death & Dismemberment Insurance
Leave & Disability Income Protection (FMLA, LOA, PPL, STD, LTD)
Per the state’s Wage Transparency Act, the range for this position is $96,044-$134,461/yearly. Actual salary could be greater based on education, experience, and other qualifying skill sets.
Requirements
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.
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
Physical Requirements:
NEVERX
OCCASIONALLY
FREQUENTLY
CONTINUOUSLY
(0-30%)
(31-60%)
(61-100%)
LIFTING OR CARRYING
1-10 LBS
X
11-20 LBS
X
21-40 LBS
X
41-50 LBS
X
51 OR MORE LBS
X
PUSHING OR PULLING:
1-40 LBS
X
41-50 LBS
X
51 OR MORE LBS
X
BENDING OR STOOPING
X
REACHING ABOVE SHOULDER LEVEL
X
DRIVING AUTOMATIC EQUIP. VEHICLES
X
OPERATE MACHINERY OR POWER TOOLS
X
CLIMBING (LADDERS, STAIRS, ETC.)
X
WALKING
X
STANDING
X
SITTING
X
WORKING IN EXTREME TEMPERATURES
X
REPETATIVE MOTION INCLUDING BUT NOT LIMITED TO: WRISTS, HANDS AND/OR FINGERS)
X
VISION
X
HEARING
X
DEXTERITY
X
HAND EYE COORDINATION
X
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Information Technology
Industries
Wholesale Building Materials
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