Purpose
The Technical Manager serves as a key leader for CIS and is a new and critical role to accelerate the growth and development of the Carlton Precision business. This role serves as a subject matter expert (SME), a Quality Champion, and a key business partner who will be involved in building new operational capabilities and commercial success across all CIS Operating Companies (OpCos). To thrive in this role, the candidate must have a passion for measurement, quality, and building to a higher standard.
This role will provide a unique blend of knowledge, skills, and abilities (KSAs) and experience that will be vital to the development of operational workflows, policies & procedures, and a profitable sales pipeline. The Technical Manager will be equally capable, comfortable, and productive with in-field and in-lab applications and working with customers to identify repeatable solutions for all of their metrology needs. To thrive in this position, you should have a strong background in metrology, excellent problem-solving skills, and a passion for quality and compliance. The critical areas of focus for this role are as follows:
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QMS & Process Leadership (Quality Excellence)
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Business Development (Sales Excellence)
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Deliver Exceptional Quality (Quality Excellence)
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Training & Competency Development (Operational Excellence)
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Operational Deployment of Calibration Lab (Operational Excellence)
Essential Job Functions:
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Develop, refine, and maintain Carlton Precision Quality Management System (QMS), processes, and standard work procedures to ensure quality, compliance, and repeatability with industry and ISO 17025:2017 standards; ensure Carlton Precision remains fully accredited, operational, and ready To Serve
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Ensure that quality is delivered at every point where value is added across the complete life cycle of every service opportunity (call to service ticket completion and certification delivery)
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Develop action plan to support OpCo roadmap and to ensure all scope of accreditation requirements are achieved and managed in time to support all service delivery plans
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Serve as subject matter expert (SME) for Carlton Precision with all in-field and in-lab metrology service operations; provide billable service where needed in support of all business needs
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Accelerate "the flywheel" from our whitepaper and business plan
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Accelerate in-field follow-up and development of all CIS Carlton Precision leads
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Reduce the lead time from Sales Opportunity to Quote and from Quote to PO
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Provide SME and Leadership with In-field application and technical process development; define customer needs, operational applications, technical requirements, competitive positions, and opportunities to win business; support core CIS business where needed and prioritized
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Ensure exceptional communication and collaboration with cross-functional teams
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Serve as a hands-on process developer, troubleshooter, and problem solver with all parts of the calibration and service delivery workflow process, as required
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Provide proactive risk management through all service opportunities
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Map out service delivery and operational process requirements for CIS to be able to support customer service requirements with each opportunity; collaborate with GM, Carlton Precision to determine optimal roadmap timing to support OpCo objectives
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Ensure Service Delivery Roadmap is aligned to support timing of customer service needs
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Document and define Carlton Precision administrative workflows and system needs;
- Serve as primary IT interface for all core applications that support Carlton Precision Operations; your focus will be to efficiently and clearly communicate needs and operational details (by contrast IT will be there to jointly define problems with you so they can solve them)
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Support the migration from legacy IT applications and platforms to new solutions
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Collaborate closely with CIS IT on all needs (you are their primary customer)
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Architect/develop/lead the creation of SOPs to support all service needs; leverage team members for support
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Develop and implement quality check-points at all critical quality control points along workflow process (hands-on and Admin); implement metrics and feedback mechanisms to assess and enhance quality, compliance, productivity, and customer satisfaction throughout operations
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The Technical Manager serves as the lead technical specialist for Carlton Precision in all areas where value is created, ensuring that all measurements, adjustments, and equipment installations meet customer requirements, mitigate risk, and ensure compliance with all requirements
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Collaborate with GM to ensure we have range and depth of Service Technicians to support business growth needs; support the development and expansion of team capabilities
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Partner with GM to develop Technician Capabilities that are aligned and support the Carlton Precision Roadmap and Service Delivery timing requirements
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Collaborate to create learning objectives, goals, and training plans
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Train and mentor junior metrology technicians on calibration processes and procedures
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Ensure learnings are observable through service productivity
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Support GM Action Plan with tasks that support build-out of first CIS Calibration Lab
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Champion a culture of continuous improvement by identifying opportunities for enhancement in processes, systems, and quality standards
Accountability
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Adhere to and support all CIS Safety Policies & Procedures, ensuring timely and thorough support for safety initiatives and programs.
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Collaboration with all members of Carlton Precision to ensure all equipment always meets safety and quality standards, in-field & in-laboratory, with equipment received and in customer’s specific places of business
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Serve as a leader for C10 through all actions, in all situations, every day.
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Follow company policies, rules, and regulations as outlined in the Associate Handbook, QMS, and in other published company policies & procedures. Take ownership of assigned tasks, ensuring they are completed accurately and within established timelines.
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Demonstrate a positive attitude and a commitment to supporting team members for success
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Ensure operational success with execution of CIS QMS at all times; ensure operational processes promote traceability, quality, and repeatable results (leadership of all SOPs, at all times)
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Exceptional communication is essential and will need to be performed in-person, by phone, MS Teams (or other web-based applications), and email. It must be suited to the audience, involve the right team members (internal and external), and support the right level of detail and scope.
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The Technical Manager will be in frequent customer contact and must be able to successfully navigate challenging situations, commercial risk, and ensure that details are always communicated appropriately as defined by the situation. This role must closely collaborate with others in Sales, Operations, and Administrative organizations and must be able to determine what communications need to be owned by others within CIS.
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Demonstrate a proactive approach to problem-solving, anticipating needs and addressing challenges before they arise. A clear focus on how to accomplish tasks, solve challenges, and moving forward to ensure success is mandatory. Identifying problems alone is insufficient.
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Guarantee timely and accurate fulfillment of accreditation reporting obligations; this includes third-party compliance and quality management platforms
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Ensure documentation is accurate, complete, and available within required timelines.
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Provide data summary reports and information where requested to support business needs
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Achieve success that is directly observable in our Policy Deployment and Operational processes.
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Support OpCo change management efforts at all times; always be a team player
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Collaborate with GM, Carlton Precision to support Case Management for OpCo
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Serve as a Technical Expert and leader to develop appropriate measurement and training systems to provide the highest quality service delivery.
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Serve as a leader with all quality, training, and improvement initiatives, creation of programs, implementation, and sustainment.
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Stay abreast of regulatory changes related to the industry and ISO; partner with GM to plan
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All action plans must support SMART structure; this role must anticipate project needs proactively
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Ensure all project documentation requirements are supported at all times; this includes any and all company applications used in service delivery, order fulfillment, or work execution
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Provide a variety of support activities, as required, to support the expansion of an existing CIS business; scope of support will vary by day and will include everything needed to expand and develop a new business.
- Time is of the essence; ensure on-time execution of all deliverables to support schedules
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Support all Administrative activities needed
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Active customer engagement, sales, service, and support, as required
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Must be mindful and aware of commercial and financial impacts of decisions; able to document and present both technical & financial information with various stakeholders
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Vendor and third-party partner management as needed
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Trustworthy: Confidentiality must be maintained at all times
Education, Experience, & Qualifications
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BS degree in a Science, Technology, Engineering or Mathematical field; with at least 10 years of related, hands-on industrial technical service and calibration experience is required
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Other documented, specialized training or certifications with hands-on demonstrated experience may be considered acceptable given the unique, specialized nature of industry
- The ideal candidate will have experience within regulated industries that involve the development, creation, deployment, and service of measurement systems.
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Key areas of significance include chemistry, engineering, quality management, laboratory management, life sciences and diagnostics, test and measurement, biology, product development, operations and production, manufacturing, and environmental health and safety (EH&S)
- Must be knowledgeable and proficient with the following standards and application of systems: ISO/IEC 17025. ANSI/NCSL Z540-1, ANSI/NCSL Z540.3, EURAMET Calibration Guide No. 18, and quality management. Will be expected to expand knowledge and experience to learn new standards, methods, and processes to support expansion of Carlton Precision.
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Understanding of FDA and GXP regulations and requirements; familiar with interpretations
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Knowledgeable with hands-on calibration, adjustment, diagnostics, and repair experience in the following areas are highly desirable: -IMTE, MTE, Dimensional, General purpose, mechanical, force, torque, pressure, temperature, power supplies, calipers, Micrometers, Scales, balances, ESD, Thermocouple, Thread gages, and data loggers; other types of equipment and devices may be important and relevant
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Strong experience with precision measurement and industrial metrology
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Ability to read and interpret mechanical drawings and tolerances
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Must be highly experienced and comfortable with mathematical and statistical calculations/analysis and understand their importance in calibration and service delivery
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Experience with commercial contracts, pricing, and service level agreements is required
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Must be legally authorized to work in the United States without sponsorship
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Must be able to pass a comprehensive background check, which includes a drug/physical screen
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High experience and comfort with digital administrative workplace tools is required (MS Office, Outlook, Excel, PowerPoint, ERP systems, CRM systems, and various other digital applications needed to execute workflows in a service company).
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High experience with service work order fulfillment and supporting processes (safety, documentation, certification management, LIMS, service dispatching, work order management, and other customer documentation) is required.
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Ability to travel overnight across the Mid-Atlantic (and across Carlton’s growing footprint) 25% of the time for in-person efforts as needed; travel may be higher/lower based on needs
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Must be able to traverse all areas of customer facility environments, which may include walking long distances, going up or down stairs, climbing ladders to access instrumentation, and in carrying tools and equipment with you to access work locations
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Able to work nights/weekends, based on customer operating requirements, if needed
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Ability to sit for extended periods during the workday; this includes the need to travel to support CIS customer sites, as required
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This role will be expected to provide billable service at times to support business objectives; at times this role may be working with or in support of CIS service technicians
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Experience performing equipment service, adjustments, calibration, and/or installation in heavy industrial, external, and laboratory environments
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Experience with tools, gauges, and technology common to the metrology industry and used to provide calibration, adjustment, and other related services
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Occasional lifting of up to 25 pounds (e.g., light/medium work tools, gauges, instrumentation, test carts, files, and/or other related items to support field/lab service needs).
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Ability to communicate effectively in person, by phone, and via email or virtual meeting
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Strong mechanical aptitude and problem-solving ability
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Willingness to travel and work in industrial plant environments, inside and outside, as needed
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Strong computer skills (Microsoft Office, Excel, and 360)
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The position requires equal capability of working remotely, in-office, and in customer environments; as a Corporate Shared Services employee, being in-person and physically present with CIS team members is essential
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Must be able to perform repetitive hand movements, such as typing and using a mouse, for extended periods.
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Strong leadership, team building, and communication skills
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Self-starter capable of working independently with little or no direct supervision; equally capable and effective working in teams and groups.
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Strong interpersonal, presentation, verbal, and written communication skills
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Highly organized and highly attentive to detail – essential
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Strong technical background with strong experience communicating with highly diverse customers and teams.
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Driven, self-motivated, and deadline-driven; committed to follow-through.
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Someone who enjoys learning new things, particularly technical details, and processes.
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Adaptable: comfortable in a fast-paced, dynamic environment, with changes in priority
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Solutions-focused thinker: creative, collaborative, and seeks mutually beneficial solutions.
Other Duties:
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Other duties may be assigned by the Manager as needed to meet business demands.
The duties listed above are examples of the types of work you may be expected to perform in this role. As business needs evolve, additional responsibilities may be assigned. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform essential job functions.
This job description does not constitute an employment contract and is subject to change at the company's discretion. CIS is an equal opportunity employer that values diversity and inclusion. We do not discriminate based on protected characteristics and participate in E-Verify to ensure compliance with federal employment laws. Employment with CIS is at-will, meaning either you or the company can terminate the employment relationship at any time, for any reason, with or without cause, except as required by law.
