Technical Services Manager Job

Primary location: Hilliard, Ohio. Full-time position with less than 10% travel required. Non-compete agreement not required.

About the Role

At Armstrong, you’ll be part of a supportive culture that values collaboration and individual growth. As Technical Services Manager, you’ll oversee plant chemistry, process engineering, lab resources, and quality assurance while driving continuous improvement initiatives. This role reports to the Plant Manager and plays a key strategic role in shaping the plant’s technical and quality direction.

The estimated base salary range for this role is $110,000 to $135,000 per year, with individual pay determined by location, skills, expertise, experience, and other relevant factors.

Responsibilities

• Develop, implement, sustain, and audit robust quality management systems to ensure key product quality measures are met through controlled and predictable manufacturing processes.
• Lead quality assurance activities, improving customer experience, claims performance, product and packaging quality, and defect detection.
• Oversee processes ensuring compliance with product requirements and provide guidance and training to plant personnel on quality decisions.
• Assist with quality troubleshooting and ensure timely resolution of complaint handling and claims processes in collaboration with corporate Quality Assurance and Sales Representatives.
• Work with internal plant and business leaders (corporate quality, process improvement, product management) and external groups to identify and scope new process improvement opportunities in quality, cost, and service.
• Own and ensure compliance with the plant change management process to maintain or improve critical-to-customer product attributes.
• Report monthly on key supplier performance and implement countermeasures for out-of-standard performances. Collaborate with suppliers to improve product performance, reduce costs, and identify new technologies.
• Support R&D and New Product Development (NPD) efforts at Hilliard and with Lancaster-based teams.
• Actively engage in Lean transformation efforts, including daily Gemba Walks, Quality Glass Wall, Value Stream Mapping, MDI, HOP, and Standard Work creation.
• Oversee the evolution, development, and execution of plant quality processes such as daily board reviews, Q&S reviews, technical and quality assessments, and In-Process Quality Assurance (IPQA).
• Stay abreast of technical developments and recommend their application when advantageous.
• Provide urgent 24/7 technical support for plant operational issues, including major downtime, quality, safety, and environmental incidents.
• Identify best practices using scientific methods and data analysis, then standardize them by developing SOPs and Standard Work.
• Serve as an active member of the plant leadership team, partnering with other managers to resolve non-routine issues.
• Promote continuous learning, skill improvement, and leadership development.
• Participate in and advocate for the Plant Safety Process, ensuring safe work practices and behaviors in assigned areas.
• Partner with the plant’s EHS Manager to develop strategic and operating plans that meet corporate requirements, ensuring environmental, safety, and OSHA compliance while improving operating results.

Supervisory Responsibilities

• Supervise a team of multiple process engineers and technicians.

Requirements

• Bachelor’s degree in Chemistry, Quality, Engineering, or a related discipline.
• 5+ years of experience in plant chemistry, process engineering, and quality assurance.
• 3+ years of manufacturing experience.
• Proficiency in computer applications, including MS Office.
• Ability to understand and use various computer software programs.
• Strong problem-solving skills to identify complex issues, evaluate options, and implement solutions.
• SAP experience.

Skills

• Experience training and coaching others on process improvement methods.
• Strong facilitation and project management skills, with the ability to lead cross-functional teams.
• Excellent analytical, communication, and interpersonal skills.
• Strong time management and multitasking abilities.

Preferred Qualifications

• Master’s degree in Engineering or a related discipline.
• Six Sigma Black or Green Belt certification.
• Lean certification.

Benefits

• Comprehensive benefits package including medical, dental, prescription drug coverage, life insurance, 401k match, and long-term disability coverage.
• Paid vacation and sick time.
• Personal development opportunities to grow your career based on strengths and interests.
• A collaborative working culture that balances individual achievement with teamwork.

Physical and Mental Demands

The role requires the ability to:

• Sit or stand for prolonged periods and perform repetitive motion of hands/wrists/fingers.
• Concentrate and repeat the same physical or mental activities over extended periods.
• Think analytically and maintain high accuracy in decision-making, including identifying complex problems, developing options, and implementing solutions.
• Work effectively in a team environment.
• Maintain regular, punctual attendance consistent with ADAAA, FMLA, and other federal, state, and local standards.
• Pay attention to and remember details, communicate effectively through active listening, speaking, and writing.
• Move between physical locations within and between buildings, and perform tasks involving pushing, pulling, carrying, and lifting as part of normal travel.

Work Environment

• Primarily indoors in environmentally controlled conditions with standard office noise levels.
• Requires wearing personal protective equipment when entering manufacturing facility floors, based on location-specific requirements.

About Armstrong World Industries

Armstrong World Industries (AWI) is a leader in designing and manufacturing innovative interior and exterior architectural solutions, including ceilings, specialty walls, and exterior metal applications. With approximately $1.4 billion in revenue and 3,700 employees, AWI operates a network of 21 manufacturing facilities across North America.

For over 160 years, AWI has built its business on trust, integrity, collaboration, and innovation. We are committed to developing sustainable architectural solutions that enhance comfort, improve building efficiency, and create beautiful spaces where people live, work, learn, heal, and play.

Sustainability Ambition

AWI’s sustainability ambition, "Bringing our Purpose to Life," focuses on transforming buildings from mere structures into spaces that serve and preserve the health and well-being of people and the planet. Our commitments include:

• Engaging a diverse, purpose-driven workforce.
• Pursuing sustainable, innovative solutions for spaces where we live, work, learn, heal, and play.
• Being a catalyst for change with all stakeholders.
• Making a positive difference in the environments and communities we impact.