Manager Technical Services

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Location:

  • Posted on Jun 18 2024
  • Tampa, Florida, United States

AREA:

Sales & Marketing and Communications

BASIC FUNCTION:

 

The Manager, Technical Service is responsible for technical service, support and product development of steel products for Gerdau Longsteel North America (GLN) for a specific product line (i.e. Special Bar Quality (SBQ), Wire Rod products, etc.). This includes interacting with sales, customers, operations and quality assurance to assure that the performance of Gerdau’s products meets customer expectations. At the discretion of the Director of Quality, the incumbent will assist with local and corporate quality projects.

 

DIMENSIONS:

 

1.         Direct Reports                         0-2

2.         Scope                                      Technical support and oversight for one GLN mill steel product line

2.         Annual Production                  Varies by product line (est. 700,000 – 1,100,000 tons)

 

NATURE AND SCOPE:

 

The Manager, Technical Services is primarily responsible for providing technical support to operations, sales and customers in order to assure Gerdau’s products meet customer expectations. The incumbent will provide feedback on performance to operations and sales that will allow the Mill locations to create appropriate actions to continuously improve quality. When required, will also assist operations and engineering with capitol projects to assure new equipment meets the needs of Gerdau’s customer base. The incumbent will review all customer complaints for the assigned product line to assure proper investigation and response to customers. In conjunction with marketing and sales, will provide feedback to operations and sales regarding capabilities and intelligence on competitors.

 

The Manager, Technical Services reports to the Director of Sales; however, the incumbent will have close interaction with Mill VP and General Managers, along with the Director and Manager of Sales and Product Line Manager for the assigned product line.

 

The incumbent should have an in-depth knowledge of the product line industry, including product requirements, customer expectations and competitors’ capability. Additionally, the incumbent should also be familiar with the production process and the technical requirements to produce, test and inspect product. Will be responsible for staying abreast of current technology to recommend changes to effect continual quality and process improvement. Will work with operations and engineering on new capital projects to assure equipment selection and process capabilities meet customer expectations. The incumbent will be responsible for promoting Gerdau’s business interests by fostering and maintaining partnerships with academic research for assigned product line and process.

 

The Manager, Technical Services is responsible for the technical support and development of product capabilities, as well as research and support for implementing new products for the business. The incumbent will, in conjunction with sales, develop a list of strategic accounts to be visited proactively on a regular basis for quality update meetings in order to provide advance knowledge of quality issues and product changes to both sales and operations. Additionally, the incumbent will develop and maintain a system for measuring customer satisfaction.

 

The Manager, Technical Services will be included in the customer claim process between sales, operations and the customer. All claim responses will be approved and sent to sales from the incumbent in a timely manner. There will be follow up on Failure Analysis, root cause analysis and action items to assure defects are prevented in the future. Interaction with operations regarding annual action planning for quality improvement is required. Additionally the Manager, Technical Services will approve product specifications, control charts and Process Guarantee Tables. Will participate in plant quality meetings for routine process and procedures as well as improvement initiatives for specified product line.

 

Where applicable, the incumbent is responsible for determining personnel needs, selecting applicants, and training new employees and follow-up of work performed. This position has full accountability of all aspects of People Management with subordinates. This position will also coach and mentor personnel on product quality, operational effectiveness and career development. The incumbent will participate on special projects or conduct other duties as assigned.

 

 

Qualifications for this position include a Bachelors Degree in Metallurgical or Materials Science Engineering from an accredited institution and 10 years of steel related experience. Knowledge of specific product line and industry is required along with excellent communication skills. Demonstrated ability to achieve desired results through the team work and influence of others with, and having success in team building and people development is strongly preferred.

 

 

 

PRINCIPAL ACCOUNTABILITIES:

 

  1. Responsible proactive customer visits.

 

  1. Responsible for reporting customer quality concerns to sales and operations and follows up on action plan to improve quality and performance of Gerdau Grinding Balls.  As required provides support to Grinding Ball improvement projects and research.

 

  1. Responsible for claim review, resolution, reporting and Failure Analysis follow up.

 

  1. Responsible for assuring appropriate annual action plan and execution relating to quality projects for process improvement needs.

 

  1. Responsible for market movements, staying abreast of new technology and understanding competitors’ capabilities.

 

  1. Responsible for carrying out company policy and programs.

 

  1. Responsible for recommending approval of capital projects that affect quality to the Director, Sales.

 

  1. Cooperate with sales and operations to provide service to customers, including but not limited to:

 

    1. Assisting Grinding Ball sales to grow business.
    2. Performance of Gerdau Grinding Media
      1. Wear
      2. Packaging
      3. Quality Performance
    3. Offers suggestions on how to improve Grinding Operation Performance
    4. Develops and maintains relationships with mine operations and technical staff..

 

  1. Communicate any potential quality issues and liabilities effectively and immediately to Director, Sales .

 

  1. Insure compliance with GBS guidelines, customer and external agencies quality assurance programs in all mills as needed.

 

  1. Where applicable, lead direct reports in a manner that promotes ongoing development of knowledge, skills and abilities.

 

  1. Travel up to 50% - 60% may be required.

 

  1. Other duties as assigned.

 

 

The incumbent must perform the above mentioned duties and responsibilities in accordance with all Federal, State, and Local environmental regulations.  Employees must also report any situation which may have a detrimental impact to human health or the environment to their immediate supervisor.

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