Field Technical Manager

SCHLUTER SYSTEMS L.P.•Charleston, SC

47m

About The Position

The Field Technical Manager will report to the Distribution Regional Manager. This position is designed to manage the Claims Process with a focus on the technical aspects of the installation of Schluter Systems products and their applications to provide technical support and training to the Sales Team and their customers within his/her prospective region(s).

Requirements

Extensive tile installation and industry experience, particularly with Schluter Systems products
Ability to work highly independently
Ability to travel frequently
Strong verbal and written communication skills
Strong computer skills and ability to learn new programs

Responsibilities

Manage & oversee the onsite claims reporting and resolution process. Most on site product claim investigations will be handled alone by the Field Technical Manager for his/her assigned region(s). There may also be situations, with time constraints, in which the Territory Manager or Field Representative will need to intervene and perform the onsite inspection(s). Regardless of who performs the onsite inspection(s), it will be the Field Technical Manager’s responsibility to make sure complete and correct information, including all pictures and videos, are submitted to Schluter Systems’ Technical Services Department.
Manage field product claims, job site inspections, site visits, escalated DITRA-HEAT claims, forensic inspections, and documentation.
Manage suspected or reported failures, required communication, and documentation of claims processing..
Manage negotiations and expectations with all parties in a claim resolution to optimize Schluter Systems’ position and relationship.
Provide basic technical support and training to Schluter Territory Managers and Field Representatives in the field o onsite conduct of a Schluter employee o performing site inspections o processes for filing job site inspections o forensic reviewing of site inspections o post-inspection handling of customer in job site inspection process
Answer and document basic technical questions in the field to Sales; provide answers based on Schluter technical documents (e.g., installation handbooks, technical data sheets, technical bulletins, etc.) and applicable TINA database entries. Answers must be derived from Schluter or industry standard guidelines.
Seek out and maintain relationships with local market building inspectors to provide training and education.
Manage & oversee the region’s technical equipment.
Make decisions and recommendations based on Schluter installation handbook details guided by field experience and Allowable Actions documents.
Facilitate large commercial and residential projects, onsite inspections, and pre-construction demonstrations (to make sure all installation/industry handbook requirements are met).
Manage Letters of Understanding (LoU) and Project Recommendations and Warranties (PRW) submissions for registration of Commercial Lifetime Warranties in accordance with Schluter installation handbook details guided by field experience o Subject to approval of Technical Services Department, when applicable o Subject to approval of Legal Department, when applicable