Job Description
BASIC FUNCTION:
The Manager, Technical Service is responsible for technical service, technical support for participating in the product development process for Gerdau Long Steel North America (GLN), focusing on a specific product line (i.e. Special Bar Quality (SBQ), or others). This includes interacting with sales, customers, operations and quality assurance to assure that the performance of Gerdau’s products meets customer expectations.
DIMENSIONS:
1. Direct Reports 0-2
2. Scope Technical support and oversight for one GLN 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 capital 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 Marketing; however, the incumbent will have close interaction with QA Managers, Sales Managers and Directors, as well as with the Mill VP and General Managers.
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 impact 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.
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 assure product specifications meet customer needs. 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.