Carlisle Construction Materials · 1 day ago
Senior Manager, Technical & Warranty Services
Mobile, AL
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expCarlisle Weatherproofing Technologies (CWT) is a leading supplier of building envelope solutions that drive energy efficiency and sustainability. The Senior Manager, Technical & Warranty Services will oversee technical support and warranty operations across North America, managing processes to ensure exceptional experiences for stakeholders.
Building MaterialManufacturingService Industry
Hiring Manager
Matt Waldron
Responsibilities
Lead and develop a high-performing technical services team to provide timely and accurate support to customers and sales teams across North America
Oversee Tech Desk operations, including management of technical emails, live chat, and phone support to ensure consistent, high-quality and timely service
Drive process improvements for technical support workflows, warranty handling, and product issue resolution; leverage CRM for tracking
Manage warranty processes end-to-end, including claims evaluation, field investigation, resolution, and communication with stakeholders
Collaborate with product management, R&D and QA teams to define, validate, and implement test methods, product quality standards, and technical documentation
Support new product commercialization as required
Develop and provide technical guidance and sales support, including technical bulletins, customer letters, etc
Support training for employees, distributors, agents, and customers to communicate product features, advantages, and benefits
Stay current with industry trends, competitor products, and emerging technologies to continuously meet customer technical requirements
Prepare and maintain technical service reports, analyses, and documentation for management review
Perform special projects or assignments as requested to support business objectives
Expectation to understand, participate in, and support company COS initiatives, with focus on developing a lean mindset
Other duties as assigned
Qualification
Required
Bachelor's degree in Engineering, Chemistry, Materials Science, or a related field
8–12+ years of experience in technical services, warranty management, or product support within coatings, waterproofing, or construction materials industries
Proven experience leading technical teams and building robust processes for customer and sales support
Deep understanding of coatings, waterproofing, and construction materials, including product features, installation methods, and industry best practices
Familiarity with CRM platforms (e.g., Salesforce, SAP, ERP) for tracking support interactions, claims, and performance metrics
Knowledge of product quality standards, validation processes, and technical documentation
Staying current with competitor products, emerging technologies, and regulatory requirements
Exceptional analytical skills to diagnose complex technical issues and develop actionable solutions
Excellent verbal and written communication, including technical bulletins, customer letters, and training materials
Skilled in designing and delivering training for employees, distributors, agents, and customers
Managing projects from investigation to resolution, including documentation and cross-functional coordination
Ability to work with product management, R&D, QA, and sales to implement solutions and support commercialization
Preferred
Master's degree in Engineering, Chemistry, Materials Science, or a related field
Company
Carlisle Construction Materials
Carlisle Construction Materials is a manufacturer and supplier of building products.
Founded in 1993Carlisle, Pennsylvania, USA
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jason Taylor
President
Recent News
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