Manager (Technology Solutions)

Tremco Cpg Inc.

Manufacturer of building materials and solutions for commercial, industrial, and residential sectors.

Oversee tech solutions for field service, managing support, integrations, and projects.

21 days ago ago

Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Beachwood, OH

Remote

Company Size

4,600 Employees

Service Specialisms

Construction services

Project Management

Consulting

Engineering

Architecture

Property Development

Design

Technical Services

Sector Specialisms

Residential

Commercial

Education

Industrial

Transportation

Restoration

Off-Site Construction

OEM

Role

What you would be doing

app support

feature testing

system sync

user acceptance

ticket management

system monitoring

Assist end users with mobile app setup, usage, and troubleshooting.
Manage contract administration process including change orders and NDAs.
Support testing of new features, patches, and integrations in partnership with Corporate IT.
Partner with corporate IT and external partners for troubleshooting issues, monitoring data flows and ensuring synchronization between integrated systems.
Provide regular status updates to leadership.
Conduct all end-user training to new and existing end users.
Develop change management strategies to support user adoption.
Maintain documentation of issues and resolutions for analytics.
Conduct and foster professional and timely communication (utilizing a wide array communication methods) with multiple business areas for work-related matters.
Main business liaison for end-users as it pertains to WTI/C technology solutions.
Create user guides, videos, FAQs, and training materials.
Assign tasks, monitor progress, and ensure timely delivery.
Develop and manage strategic initiatives in partnership with the business to improve processes in support of internal and external operations.
Proactively identify issues or potential issues and escalate to the appropriate team(s) for recurring or critical issues.
Facilitate communications and manage expectations across all stakeholders.
Oversee testing, validation, and user acceptance processes in partnership with the business and Corporate IT.
Help coordinate, monitor and receive feedback during User Acceptance Testing, track all issues/requests and follow through in partnership with corporate IT to resolution
Act as the primary liaison between business units, IT, and external vendors.
Optimize resource utilization across project phases.
Issue/ Error log management.
If/When applicable, ensure proper syncing between mobile and backend systems.
Formulate and improve upon best practices in support of organizational goals.
If required, identify, implement and train on any required workarounds until issues are resolved.
Develop detailed project plans, timelines, and identify required resources in partnership with the business, corporate IT and external partners.
Ensure deliverables meet quality standards and business requirements.
Research and identify issues that may impact timelines, scope, or quality.
Travel as needed for presentations, training, team meetings, etc.
Lead cross-functional teams including consultants, developers, and support staff.
Help communicate and validate bug fixes prior to system updates before deployment.
Monitor and follow-up on escalated issues.
Identify project risks and develop mitigation strategies in partnership with the Business, Corporate IT and external partners.
Define project scope, goals, and deliverables aligned with business objectives.
Monitor system health, performance, and connectivity in partnership with corporate IT.
Log, track, and resolve support tickets from Service Now or other communication methods.
Establish metrics and benchmark data, develop reports for specific programs, and report outcomes to internal and external stakeholders.
Participate in or lead team meetings, presentations, focus groups, committees, etc.
Maintain comprehensive project and system documentation, including lessons learned.
Provide outstanding customer service to both internal and external customers and stakeholders.
Create training programs and post-go-live support. Remain business point of contact through to resolution.
Manage project budgets, track expenses, and ensure cost-effective delivery.
Continually explore ways to engage with the business and build new relationships.

What you bring

business ops

diagnostics

mobile apps

scheduling