Technical Service Manager

Pay Range: $85,000 - $105,000 depending on relevant experience and qualifications

MITER Brands™ is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the new construction and replacement segments. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI is one of the nation’s largest suppliers of vinyl windows and patio doors, with plants across the country. We are looking for a Technical Service Manager for our Prescott Valley, AZ location.

The Technical Services Manager (TSM) is considered a subject matter expert for the products that are manufactured in the facility where they are assigned.  A TSM has significant experience and expertise in product manufacturing processes, product applications as well as product installation means and methods.

The primary responsibilities of this job function are to support manufacturing operations by advancing and promoting compliance with the Quality Management System (QMS) program, collaborative troubleshooting of field product application discrepancies, advocating for product improvements as well as manufacturing process improvements, technical oversight and management of the in-plant manufacturing test wall and will participate in Learning & Training projects targeted at the manufacturing teams.

Additionally, the TSM will provide leadership, direction and support for the CAPA programs, LEAN initiatives and Continuous Improvement projects that will be executed at the assigned location.  Collaborate with TSM’s in other MI manufacturing facilities shall be required in order to share QMS program results, supply chain partner information, training content, best practices, and by providing support when trouble-shooting issues across common product lines.

Why work at MITER Brands?

• Be the owner, chief advocate and primary champion for the adoption and compliance of the Quality Management System throughout the assigned facility.
• Provide daily direction, leadership and mentoring to Quality Managers by ensuring that all quality team members have a crystal-clear understanding of their job functions as well as the QMS program requirements and the associated tests and procedures.
• Owns the Corrective Action / Preventative Action (CAPA) process within their assigned plant. Manages the weekly CAPA meeting, and responsible for shepherding along the active CAPA’s through the root cause, corrective action / preventative action and implementation process.
• Primary QC point of contact for supply chain partner non-conformance and discrepancy resolution.
• Responsible for the management and execution of in-plant QC Test Wall activities including but not limited to the pre-scheduled monthly product fabrication and inspection, first articles product inspections and supplies part / component changes.
• Review all site-specific Quality Assurance Reports (QAR’s) and second order. Ensure that the QAR program is compliant with the schedule of activities.
• Actively involved in the collaborative effort to create and deploy manufacturing / production focused training content.
• Responsible for reviewing all PCN’s / ECN’s and responding with any manufacturing, supply chain or quality related questions or concerns.
• Primary point of contact for all outside quality related inspection requests from agencies such as AAMA, ALI, EPA, NAMI and NFRC.
• Serve as the organizations “Legal Liaison” coordinating “Right to Repair Claims,” providing depositions and testimony when necessary, and serving as the PMK (person most knowledgeable) for assigned products.
• Responsible for the establishment and maintaining of the MI Calibration System for Quality and Manufacturing teams.
• Represent the organization’s interests at job sites for critical field testing, product application discrepancies, and customer concerns related to manufacturing process and quality procedures.
• Actively involved with the development, application, and continuous improvement of the quality manual, the supporting procedures, including QPCN’s and QCN’s, as well as the tools and technologies that are utilized by Quality Team members.
• Collaborate with Industrial Engineers and Continuous Improvement Managers / Leads to generate, evaluate, and recommend innovative ideas which can be applied to our manufacturing processes in order to enhance quality or improve efficiency.
• Identify, gather, process, and interpret quality and productivity data so that it can be used in root cause analysis, problem solving and in the identification of improvement opportunities.
• Liaison with Product Management and Engineering on all new product introductions, product changes, and product discontinuations with respect to Engineering Change Notices (ECNs), coordination of quality inspection changes, etc.
• Review, Analyze and Report Quality Metrics to the plant Director of Quality, the plant General Manager and Supervisor.
• Work with Quality Managers to create a personal development plan that will enable quality team members to have professional development and extend their work-related skillsets to extend their work experience.
• Participate in the annual employee 360-degree review and skills assessment process.
• Other duties as assigned. 

• Bachelor’s degree in Engineering or other related field with 4-6 years of experience in a manufacturing process and / or production engineering role; or a successful combination of education and experience to perform the essential functions of the job.
• Practical knowledge of Quality Inspection / Auditing Processes and Root Cause Analysis.
• Practical knowledge of Process Improvement Tools: Lean, Six Sigma, Value Stream Mapping, 5S, Rapid Prototyping, Reliability and Predictability analysis, etc.
• Understanding of manufacturing process principles, statistics, quality control, and equipment design and operation.
• Ability to retrieve, format and analyze data for problem solving and planning purposes.
• High level of customer focus both internally and externally.
• Ability to interface with individuals with diverse backgrounds at varying levels of the organization.
• Understanding of common metrics used in a manufacturing environment (OEE, UPWH, defect rates, etc.).
• Demonstrated ability to lead others and capable of managing multiple projects simultaneously.
• Proficiency in all MS Office applications, with strong expertise in MS Excel.
• Strong presentation and analytical skills, with demonstrated skills to handle a variety of assignments simultaneously. Ability to professionally address conflict resolution.
• Ability to communicate concisely in a written or verbal manner. Ability to present a valid argument and support conclusions based on that argument. Willingness to question strategy, tactics and direction in a professional manner by offering a fact-based counter point of view.
• Ability to work flexible hours depending upon the needs of the facility. Spending time on the second shift may be requested from time to time.
• The ability to travel as needed (approximately once per month but may vary).