Technical Services Manager

JOB SUMMARY:

Madico is seeking a highly organized, analytical, and experienced Technical Services Manager to join our team at Madico’s World Headquarters in Pinellas Park, Florida. This highly visible, customer-facing role serves as a key technical resource for Madico’s Window Film and Specialty Film businesses, providing expert support to sales teams, distributors, dealers, installers, and end customers.

The Technical Services Manager will provide guidance on product selection, application, installation, performance, troubleshooting, and technical recommendations while helping resolve field-related challenges. The role will also support product evaluations, technical training, new product introductions, and collaboration with Sales, Product Management, Quality, and Manufacturing to ensure customer feedback and field experience help drive continuous improvement.

The ideal candidate combines strong technical knowledge with excellent communication, problem-solving, and customer-service skills and is comfortable working directly with customers and installers in both field and training environments.

This is a hybrid position, typically requiring three days per week on-site at our Pinellas Park headquarters, with up to two days working remotely. Additional onsite presence and domestic and international travel may be required based on business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

TECHNICAL SERVICE AND CUSTOMER SUPPORT:

•  Work with customers, salespeople, customer service representatives, R&D, and key managers by phone, email, or face-to-face.

•  Resolve product- and application-related issues internally and externally.

•  Handle Window Film and Specialty Films technical sales calls with Sales Managers, branches, salespeople, and customers.

•  Support Field and Sales Groups, branches, and independent distributors as needed.

•  Support glass breakage and warranty administration as needed.

TECHNICAL PROGRAMS, DATA AND SPECIFICATIONS:

•  Support energy analysis programs and window film modeling for the Window Film business.

•  Train Madico personnel and customers on Optics 5, Windows 5, and e-Film programs.

•  Oversee IGDB and NFRC data and serve as company liaison with each entity.

•  Assist with LEED and rebate programs.

•  Maintain a library of solar properties of Madico window films on various glass types.

•  Synchronize the specifications library between external databases and Madico marketing communications, including website and printed materials.

PRODUCT DEVELOPMENT, TESTING AND TRAINING:

•  Work with R&D and Operations to progress new product development.

•  Determine what safety and security film testing must be conducted and facilitate testing.

•  Assist in developing fabrication samples for safety film testing.

•  Assist in developing new training programs and application instructions.

•  Design test protocols against architectural and government specifications for solar control and safety-security films.

INDUSTRY AND BUSINESS SUPPORT:

•  Work as an active part of the Window Film Management Team.

•  Represent Madico on the IWFA technical committee.

•  Represent Madico on the ASTM committee.

•  Support the CIP program, Six Sigma, and Voice of the Customer (VOC) deployment.

•  Travel on an as-needed basis.

•  Perform other duties as required.

MANAGEMENT SYSTEM QMS EMS RESPONSIBILITIES:

•  Participate, or assist, in identifying how the work performed affects the quality or environmental aspects of products or services provided to customers.

•  Improve work processes.

•  Write procedures or work instructions.

•  Provide input and verify that documented procedures are adequate and accurate.

•  Understand and use work/job instructions.

•  Understand Madico's quality and environmental policies and how they apply to the position.

•  Keep required records and data.

•  Participate in internal audits.

•  Participate in ongoing process improvement.

•  Participate in external registration and surveillance audits.

DESIRED MINIMUM QUALIFICATIONS:

•  Four-year degree required, preferably in Chemistry, Engineering, or another science.

•  Three to five years of window film, glass & glazing, or window company industry experience desired.

•  Excellent interpersonal and communication skills.

•  Must be self-motivated and able to react and think quickly.

•  Computer experience required.

PREFERRED QUALIFICATIONS:

•  Experience in energy management and modeling software is a plus.

•  Experience in adhesives, coating, laminating, and finishing is a plus.

•  Exposure to public speaking courses is a plus.

TOOLS AND EQUIPMENT USED:

•  Laptop PC, smartphone, Excel, Word, PowerPoint, Outlook, CRM, and email.

SPECIAL REQUIREMENTS:

Must be able and willing to travel domestically and internationally up to 30% of the time.

PHYSICAL DEMANDS:

•  Must be able to perform under stress.

•  Must be willing to extend beyond conventional workdays, weeks, or months when the business dictates.

•  Must be able to lift up to 50 pounds of filmed glass.

WORK ENVIRONMENT:

Office and manufacturing environment.

SELECTION GUIDELINES:

•  Formal application and evaluation of education and experience.

•  Oral interview and reference check.

•  Drug screening and physical evaluation.

•  Job-related tests may be required.

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The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements or duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.  The job description does not constitute and employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.