Technical Installation Senior Manager

Description

The Technical Installation Senior Manager serves as Schluter® Systems’ primary authority on installation methods, system application, claims adjudication, and interpretation of TCNA/ANSI/ASTM standards. This position requires a unique combination of practical tile and construction experience to provide outside the box solutions, technical expertise, engineering insight, customer service excellence, and strategic leadership. This role ensures technical accuracy, protects Schluter’s brand integrity, and drives consistent, real world installation excellence across all markets. The position leverages deep installation expertise to guide product use, resolve complex field issues, and support continuous product and training improvement. 

Installation Standards & System Application

• Own and maintain Schluter installation methodologies, system recommendations, and substrate/application guidance.

• Validate system performance through field insights, investigations, and feedback loops with R&D and Quality.

• Author, review, and approve installation instructions, diagrams, and technical documentation.

• Ensure alignment with TCNA Handbook methods, ANSI A108/A118 standards, and relevant ASTM requirements.

Claims Investigation & Adjudication

• Serve as final decision authority for all technical claims, including installation failures and product performance issues.

• Conduct structured root-cause analysis and provide clear, defensible determinations. 

• Partner with the Legal department to provide input into company warranties, minimize exposure to liability, and work with insurers.

• Collect and communicate customer feedback to Quality Assurance, Product Management, and R&D to help drive ongoing and new, product improvement efforts.

• Collaborate with QA, Manufacturing, and Technical Operations on corrective and preventive actions (CAPA), using the S.M.A.R.T. framework to maximize results.

• Track claim trends and drive insights into product improvements and training needs.

Technical Leadership & Guidance

• Act as the in-house expert on building codes, installation requirements, and construction best practices.

• Provide subject-matter expertise for escalated field issues and complex installation scenarios.

• Collaborate with laboratory with a Continuous Improvement (CI) mindset towards best-practices for testing-related installations.

• Foster collaboration and growth between the North American and DE laboratories to ensure alignment regarding best installation practices.

• Serve as a senior technical liaison, providing advanced support to sales teams and customers on product installation, performance, and defect resolution.

• Represent Schluter at industry events, technical forums, and professional associations.

Training & Education

• Own all training content related to installation accuracy, claims prevention, and system best practices.

• Lead advanced hands-on training, demos, workshops, and certification-style programs.

• Ensure technical accuracy in marketing, social media and educational materials through collaborative review.

• Other duties as assigned.

Requirements

· Required Qualifications

· Extensive hands on installation background (tile setter, contractor, or technical field specialist).

· Deep knowledge of TCNA, ANSI, and ASTM installation standards.

· Proven ability to investigate, analyze, and resolve complex installation issues.

· Exceptional communication skills — able to translate technical detail into clear guidance.

· Strong collaboration with cross functional partners (QA, R&D, Sales, Ops). 

· Self-motivated with the ability to collaborate effectively in cross-functional and international teams. 

· Demonstrated ability to lead, engage, and mentor team members effectively. 

· Proficiency with Microsoft Office applications and computer-aided design or analytical software. 

· Willingness to travel domestically and internationally as required.

· Commitment to company policies, continuous learning, and professional development.

· Enthusiastic representation of Schluter Systems in all professional interactions.

· Preferred Qualifications

· Active participation in relevant professional and technical societies.

· Prior experience in structured problem solving, RCA, claims analysis, field inspections, and forensic installation review.

· Experience creating training content or leading hands on technical sessions.

· Established experience with Schluter® systems and product portfolio.

COMPANY BENEFITS 

· Competitive Compensation

· Generous Paid Time Off

· 10