The Manager, Technical Services position is in our Carrollton, TX facility. This is not a remote role.
Position Summary: The Manager, Technical Services is responsible for the development and administration of quality technical services. Key functional activities include:
- Plans, coordinates, and directs technical support services for customers and distributors and administration of warranty and service policies for 4Front’s Carrollton-based products.
- Includes support to the Industrial Dock Equipment Products Distribution network for troubleshooting, installation, and repair of all company products and training/certification of distributor’s service personnel.
- Serves as lead field liaison to Engineering and Production to obtain expedient corrective action of field failures.
- Prepares Provides oversight of detailed reports and recommendations concerning product performance and failure to reduce warranty claims, service requirements, installation costs, and to increase product reliability.
- Description of Essential Job Functions:
- Plan, coordinate, and direct technical support services for customers and distributors and administration of warranty and service policies.
- Direct technical and administrative workers engaged in technical activities.
- Perform engineering reviews of design documentation for compliance with stated requirements, including vendor manuals and company records.
- Evaluate data, significant issues, and/or developments identified during technical service activities and recommends process improvements.
- Prepare and present technical and program information and results of technical service activities to Operations and Engineering leadership.
- Evaluate department training and needs and confer with top management personnel to formulate fiscal budget for technical service department.
- Analyze reports on results of field trips for installation and service problems on existing products or specific products on field test. Determine reasons for problems, nature of correction, and obligations regarding warranties. Make recommendations for product alterations to reduce warranty costs.
- Review detailed product field performance reports and notify department leadership on product performance, field activities, and recommendations for improvement. Correspond with customers and distributors on results and recommendations.
- Direct the development, planning, organizing, and coordination of training programs for distributors’ service personnel.
- Collaborate with Engineering on the preparation of product manuals and other pertinent literature. Approve technical and operating data and Technical Service Bulletins.
- Establish effective working relationships with customers, distributors, and their personnel to maintain the reputation of the Company and its products.
- Become an expert in the operation of 4Front leveler and restraint products and dock systems - electrical, mechanical, and software. Be knowledgeable of all current 4Front products and system application rules.
- Stay abreast of industry developments germane to the service function performed and products involved.
- Recommend new products or product developments based on technical developments in industry and information gathered on field trips.
- Supervisory Responsibilities:
- Qualification Requirements: 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.
Education and Experience:
- Bachelor’s degree in mechanical engineering, electrical engineering, manufacturing engineering, or related fields.
- Quality experience in a manufacturing setting preferred.
- 3-5 years of leadership experience.
- Experience establishing and/or maintaining ISO9001 in a manufacturing facility preferred.
Computer Skills
Certificates, Certifications, Licenses, Registrations:
- Certified Lean Six Sigma Black Belt is a plus.
- Project Management certification preferred.
- Internal Auditor certification and/or experience preferred.
Other Skills, Abilities, or Competencies:
- Strong engineering analysis skills.
- Excellent interpersonal and communication skills.
- Experience communicating with customers.
- Communicates with customer sensitivity and sense of urgency.
- Customer service orientation and approach to daily responsibilities.
- Ability to maintain on call flexibility to control abnormal conditions.
- Ability to communicate technical information in a non-technical manner.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Maintain thorough knowledge and understanding of each customer’s specifications, standards, and other engineering requirements.
- Working knowledge of material types specifications and characteristics used in dock levelers, dock seals & shelters, impactable dock doors, high speed and high performance doors, and other entrance automation products and warehouse solutions.
- Thorough understanding of company product, trade terminology, quality management and control systems and techniques, manufacturing processes including material controls, work flow, scheduling, just-in-time/pull system, machine operation, and company policies as standards.
- Quality Management – Working knowledge of the principles, methods, and tools of quality assurance, quality control, and reliability used to ensure that a project, system, or product fulfills requirements and standards.
- Mathematical Concepts - Requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Includes the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Other Qualifications, Experience, or Requirements:
- Ability to travel up to 15%+ of the time.
- Valid driver’s license required for business travel.
- Regular and predictable attendance required.
- Work beyond the traditional 40 hours per week may be required as workload or projects dictate, including weekends and holidays.
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
