Lead Technical Service Representative

Job description

Classification: Salary Job Description: Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty? At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017! We don't just make innovative, industry-leading products. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of our employees, our customers, our partners, and the global communities in which we operate. We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then what are you waiting for? Join the family and expand your horizons! Just some of our benefits: Medical Dental Vision 401k Tuition reimbursement 13 paid holidays in addition to paid vacation and sick time Flexible spending Life Insurance, AD&D and Supplemental Insurance POSITION SUMMARY The Lead Technical Services Representative provides advanced technical services to both internal and external customers through phone calls, website chats, emails, etc and works to provide information on proper material selection, installation methods and supporting information. Additionally, the Lead Technical Service Representative helps train Technical Service Representatives and works with the Technical Service Managers/Supervisor to provide workload balances across the team and guidance on customer escalation. This position regularly interfaces with management and cross functionally to provide recommendations to drive improvements. ESSENTIAL DUTIES AND RESPONSIBILITIES Additional duties and responsibilities may be assigned, as necessary. 1. Customer Interactions (70%) Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat feature, emails, etc. to provide information on proper material selection, installation methods and supporting information. Work on the investigation and settlement of customer complaints as assigned through SalesForce diplomatically and in a professional manner within authorized limits. Place complaint settlement product orders and/or check requests. Handle cases and inquiries above the Technical Services Representative I and II. Coordinate incoming requests for technical support and training with sales and field Technical Representatives. Follow up requests from field representatives and distributors to establish contact between contractors and design teams. Coordinate and participate in job site visits. Update complaints in Salesforce as new information is attained. Resolve complaints quickly and in a mutually beneficial manner. Help Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed through the department. Assist Supervisor with analysis of Technical Services activities and report trends and needs, as necessary. 2. Internal Support (20%) Assist Supervisor to train Technical Services Representatives and assist with team workload balancing and customer escalations. Maintain strong interface with other departments and make recommendations to management concerning staff and help drive process improvements. Assist Supervisor to prioritize and allocate work: Delegate and allocate manageable goals to employees to support company priorities and drive results. Clearly define to team-members project responsibilities and performance expectations for long- and short-term work plans. Set clear priorities for team and individuals, including appropriate allocation of resources (time, money and people). Support Technical Services training programs, as directed. Create and update technical data sheets and technical advisories. Review and approve technical literature, packaging, data sheets, and Marketing collateral. Represent Technical Services ISO quality system reviews and audits. Serve as a subject matter expert for Technical Services Representatives I and II. Assist Technical Services Supervisor in ensuring performance goals and tasks are met with a constant eye on improvement. 4. Special Projects, Housekeeping, and Assignments (10%) Assist Supervisor to manage associations with outside service vendors. Participate in implementation or improvement initiatives associated with Technical Services. Help design and implement procedures and online tools for vendor supplied products. Work with Marketing to provide specifications, CAD details and BIM content to third party vendors for inclusion on their websites or specification generating tools. Create and update FAQs for inclusion on website FAQ page. Help DEVOPS develop tools for LATICRETE website for STRATA_HEAT and custom shower pans and drains to aid customer in choosing and ordering products. REQUIRED SKILLS & QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions . Minimum of 6 yrs. experience in construction industry. Minimum of 4 yrs. of experience in Technical Services or comparable industry experience. Experience with Salesforce and JD Edwards preferred. Strong knowledge of architecture and construction methods. Expert knowledge of LATICRETE product lines, applications, construction practices and materials. Specialized Skills, Requirements and Experience: Associates degree or equivalent work experience. Demonstrated success solving complex issues. Demonstrated success participating on cross functional project teams. Leadership skills. Strong interpersonal, written, and verbal communications skills. Computer skills: Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.…) and Outlook. Fluency in second language, preferred. Team cooperation – maintain positive cooperative attitude with all employees at LATICRETE and all customers (internal and external). Physical Requirements: Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly. Push/pull: Must be able to push/pull 50 lbs. Stand: Must be able to stand 20% of the day or more. Sitting: Must be able to sit for 80% of the day or more. Twisting/Bending: Must be able to twist/bend 25% of the day. Squatting, climbing and/or crawling: 10% of the day Travel Requirement: Must be able to travel up to 30%