Technical Service Supervisor

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 Overview: This position requires an individual with experience in supervision of a technical support environment in the construction products industry. Essential Job Functions & Responsibilities: Supervise and schedule daily operations of technical service representatives. Management of technical service representatives (attendance, scheduling, staff meetings, performance evaluations). Analysis of technical activities, report trends and needs. Create new/revised technical data sheets (TDS’s) and technical advisories/documents. Provide technical Service to architects, contractors and distributors, to advise on proper materials selection and installation procedures for specific applications. Review and preparation of technical documents; architectural details and specifications to advise on proper materials selection for specific applications. Supervise the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits. Coordinate incoming requests for technical service and training with sales and field technical representatives. Follow up requests from field representatives and distributors for telephone contact with contractors and architects. Coordinate and participate in job site assistance. Represent technical department in management meetings and ISO quality system /management reviews. Review/approval of technical literature and data sheets. Coordinate technical service NAP’s. Conduct technical service department audits at satellite facilities, as required. Writing of technical service articles and tips in monthly newsletter and industry articles as required. Nonessential Job Functions: Performs other directly related appropriate duties and assumes accountabilities as apparent or as delegated, including mutually agreed upon objectives. Job Specifications/Skills: Minimum 7 years experience in construction industry. Minimum of 3 years in technical support of a building material or product. Supervisory and management skills Excellent interpersonal, written and verbal communication skills. Knowledge of architecture and construction methods. Detailed knowledge of LATICRETE product line, applications, construction practice and materials. Fluency in 2nd language preferred. Physical strength to lift and carry up to 50 pounds frequently. Computer skills: Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint) and Outlook. Intermediate knowledge of and functional proficiency in ERP and CRM systems; Oracle EnterpriseOne and CRM OnDemand preferred. Team cooperation - maintain positive, cooperative attitude with all employees of LATICRETE and all customers. Minimum Educational Requirements: Associates Degree or equivalent work experience. Travel: 25%