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Sr. Manager, Field Technical Services
Job Code:2019-EII-079
Location:Lancaster, PA
Shift:1st Shift
FT/PT Status:Regular Full Time
Schedule:Monday - Friday

Job Description:

The Field Technical Services Senior Manager leads, manages & oversees Technical Services for the assigned product lines. This position is responsible for developing a holistic, proactive technical services program with the goal of building a network of certified installers of Ecore products.  In addition, this position will be the point person for optimizing claims cost/customer satisfaction in the field. The Technical Service Senior Manager will apply the appropriate amount of existing knowledge and technical expertise while optimizing investment and minimizing expense to ensure the successful application, installation and care of Ecore products.

Principal Duties and Responsibilities: 

  • Support the selling process with communication to appropriate parties regarding thorough understanding of site requirements and concerns prior to installation; provide on-site supervision as needed
  • Create a certification process for Ecore installers
  • Create a network of approved (certified) installers throughout the US
  • Create the outline for possible Ecore entrance into installation business
  • Support International dealers with training and product updates
  • Produce curriculum for training
  • Produce training materials/videos for installation and maintenance in conjunction with Marketing
  • As needed, support execution of claim process including handling, determination of appropriate level of channel involvement, identification, inspection, resolution, communication and process improvement for all product categories
  • Support Identification and ownership of opportunities for claims expense reduction including manufacturing issues, quality control, installation issues, warranty verbiage, education and training efforts and sample quality
  • Lead process for continuous feedback to Operations, Quality Control, and Manufacturing on product performance, installation and environmental issues and warranty concerns
  • Support Sales with regular customer contact/involvement
  • Develops installation and maintenance training programs for contractors, owners and sales personnel
  • Participates in all pertinent ASTM, industry and trade groups as appropriate/required
  • Liaison to Manufacturing, QC, Marketing, Sales, R&D, etc.
  • Liaison with other material suppliers’ technical staff

  • Bachelor’s degree in Engineering, Business or related field of study
  • 5+ years of relevant professional experience working within Technical Services
    • Extensive commercial resilient flooring experience in a technical role (either working for a manufacturer or flooring contractor)
    • Full knowledge of all relevant ASTM tests and guidelines pertinent to resilient flooring manufacturing and installation
    • Proficiency in concrete slab construction requirements and best practices (including curing, moisture testing, subfloor preparation, moisture mitigation, etc.)
    • Experience in common maintenance practices, cleaning equipment, chemicals and coatings used on resilient floors
    • Prior personnel management experience required
  • Demonstrated analytical and troubleshooting skills; must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success 
  • Ability to interface effectively with diverse groups of people; ability to work independently as well as in team atmospheres
  • Strong verbal and written communication skills; including positive interpersonal communication skills; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from various groups of managers, customers, and the general public
  • Able to effectively use MS Office (Outlook, Word, Excel, PowerPoint) and learn additional software applications as required
  • Good mathematical skills, including the ability to calculate figures such as discounts, commissions, percentages, and interest
  • Excellent organizational skills with a proven ability to perform multiple tasks simultaneously and respond to customers in a timely manner
  • Strong follow-up techniques as they pertain to customer orders, delivery issues, requests for technical assistance and unresolved matters 
  • Field service visits as required; ability to travel (up to 60%-70% approximately)
  • Based in greater Lancaster area