Branch Specialist Technical Support

Sherwin-Williams · Erie, PA · 1 wk ago

SalesFull-time

About the role

Technical Support Specialists work closely with wholesale customers to determine their needs, answer questions about Sherwin-Williams products, and recommend the right solutions. They promptly resolve customer concerns to ensure maximum satisfaction, stay up-to-date with product features, and maintain the high quality and visual standards of products and stores. Specialists achieve excellent customer service while meeting the store's sales goals.

This role involves contact with customers (including minors), access to cash, payment methods, electronic equipment, personal information, store merchandise, and other valuables. A criminal history review is required to protect the business, its operations, reputation, and the safety of customers, staff, and the public.

This position is located at Store #701173: 1815 Peach St, Erie, PA 16501.

Responsibilities

Ensure customer quality and service expectations are met.
Assist customers in preparing paint specifications to meet product applications.
Troubleshoot online technical problems, such as correcting batches and product formulation.
Advise customers of product line changes and improvements.
Maintain expertise in equipment use and surface preparation.
Shade product batches using the intermix system.
Assist customers with product inventory control and re-ordering.
Train customers on product knowledge and application methods.
Evaluate product complaints and determine the best resolution.
Assist sales representatives by preparing samples, panels, etc., for presentations.
Coordinate technical service issues between the branch, sales reps, and product service room.
Maintain records of customer technical service issues for follow-up.
Maintain facility to Sherwin-Williams standards through proper maintenance, repair, and housekeeping.
Identify facility problems and make recommendations for improvements.
Follow designated loss prevention, security, and safety practices; correct or report non-compliance.
Handle, store, label, clean up spills, dispose of, and file paperwork for hazardous materials/waste.
Troubleshoot and resolve customer problems with spray equipment.
Document and refer potential wholesale leads to the appropriate sales representative.
Operate material handling, color matching, tinting, mixing, and lab testing equipment safely.
Assist with physical inventory, color blending, warehouse, and delivery responsibilities as needed.
Perform other duties as assigned.

Requirements

Must be at least eighteen (18) years of age.
Must have a valid, unrestricted Driver’s License.
Must be legally authorized to work in the country of employment without needing sponsorship for an employment work visa now or in the future.
Must be able, with or without reasonable accommodation, to retrieve material from shelves and floor stacks and lift and carry up to 50 lbs. frequently and up to 70 lbs. on occasion.
Must be willing to work all scheduled hours, which may include evenings and weekends, with or without reasonable accommodation.
Must be able to tolerate non-toxic paint odors and wear a respirator as required.
If internal to Sherwin-Williams, must have received at least a “meets expectations” (3) rating on the most recent performance appraisal.
If internal to Sherwin-Williams, must have completed all HR Cloud eLearning courses required for your current position.

Qualifications

High School diploma or GED (preferred).
At least one (1) year of experience in delivery, retail, or customer service (preferred).
Previous work experience selling paint and paint-related products (preferred).
Previous work experience operating tinting and mixing equipment (preferred).
Ability to read, write, comprehend, and communicate in more than one language (preferred).
Ability to read, write, comprehend, and communicate in Spanish (preferred).
Experience with Chemical Coatings products and customers (preferred).

Benefits