Quality & Claims Specialist Job - Armstrong Ceilings

Primary location: Marietta, Pennsylvania 
Relocation offered: No 
Employment status: Full-Time 
Travel: 26%-50% 
Non-compete: No 

The estimated base salary range for this role is “$80,000 to $95,000” per year.  
Individual pay is based upon location, skills and expertise, experience and other relevant factors

What does it mean to work at Armstrong?

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

A benefits package includin medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, and many more. 
Personal development to grow your career with us based on your strengths and interests.
A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 
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Reporting to the Plant Technical Services Manager, the Quality and Claims Specialist leads the plant in implementing key process measures and procedures to monitor and control the manufacturing process to ensure finished products meet established quality and product performance requirements.  In this role, you will manage the claims process for the Marietta Plant, ensuring timely resolution to customer claims and initiation of preventive actions within manufacturing operations.

What’s in it for you!

• Be a trusted partner to the business
• Networking and Relationship Building
• Ability to be innovative and strategic
• Dedicated training and development to help you grow in your role and beyond
• Collaboration and an open friendly team environment.

What you’ll do

• Owner and executor of Marietta Plant Claims Process; Interacts with contractors, distributors, sales reps and customers;
• Manage product complaints to minimize Armstrong costs while maximizing customer satisfaction and experience; Make visual analysis on complaint materials; advise on validity of complaints. 
• Travel to field installations for first-hand observations and comments on complaint materials
• Responsible for improving  and sustaining the plant quality systems, including Standardized Board Review Process, Containment Process, Standardized Claims Process, Change Management System, Gauge Infrastructure, and Internal Audits. Own and coordinate the corporate on-site quality assessment process and the score for each of these systems.
• Lead the plant in implementing key process measures/procedures to monitor & control the manufacturing process & ensure product performance requirements are satisfied
• Advise production supervision on acceptability of finished goods relative to quality aspects; make decisions as to the acceptance or rejection of materials. 
• Identify training and development opportunities for production crews to improve quality performance and conduct agreed upon training
• Develop and maintain quality visual standards for all products with guidelines from ABP Quality Assurance and Sales. 
• Transfer customer feedback/ requirements back to appropriate value stream team for implementation into plant quality systems;
• Prepare for and lead Spring and Fall Product Quality and Service Reviews.
• Own Marietta Plant Quality Documentation Systems
• Assist in the start-up of new products and processes.
• Participate in quality-related meetings with ABP management, Sales, Research and Development, and Plant personnel. 
• Work closely with Technical Services, Plant Engineering, Maintenance, and Production organizations in the development of new processes, products and cost reduction opportunities to ensure Armstrong customer satisfaction.
• Be available to respond to inquiries concerning product quality from manufacturing operations, sales, and customers that occur at any point and at any time.

What will make you successful

• High School Diploma or GED

• Demonstrated organizational and self-management skills
• Must be able to exemplify excellent customer service and communication skills
• Strong Computer Skills - Microsoft Word, Excel and PowerPoint
• Valid Driver’s License
• Valid Passport for foreign travel to locations for complaint resolution
• This position does require 25 – 30% travel (including overnight) and travel can be unexpected therefore successful candidate must have flexibility to travel as required in response to claims.
• This position is required to be on call and be available to respond to inquiries from production, sales and customers.

What will make you stand out

• Quality Management experience
• Lean or Six Sigma training and experience
• Construction Management
• Higher level degree or certification (business, engineering, quality management)

Why should you join Armstrong World Industries?

Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,800 employees and a manufacturing network of fifteen facilities in North America.

At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.

For more than 150 years, we have built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we're here to serve - our customers, our shareholders, our communities and our employees.

We are committed to developing new and sustainable ceiling solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.

Our Sustainability Ambition

"Bringing our Purpose to Life" - lead a transformation in the design and building of spaces fit for today and tomorrow.
We are committed to:

• Engaging a diverse, purpose-driven workforce;
• Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
• Pursuing sustainable, innovative solutions for spaces where we live, work, learn heal and play;
• Being a catalyst for change with all of our stakeholders; and
• Making a positive difference in the environments and communities we impact.

About the location (Marietta PA)

Located 15 miles from the corporate headquarters in Lancaster, PA, Marietta has over 300 employees and is one of eleven Armstrong plants in North America. Sitting on the northeast bank of the Susquehanna River, it is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC and New York City. The area offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, world class shopping, entertainment venues and restaurants.

Armstrong is committed to engaging a diverse, purpose-driven workforce.  As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at by email at  and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Come and build your future with us and apply today!