Building Material Support Representative

About the role

The Technical Services Representative provides technical services to both internal and external customers through phone calls, website chats, emails, and other mediums. They work to resolve complaints and issues in a timely manner, supporting the installation and use of physical building materials.

Responsibilities

• 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.
• Investigate and settle customer complaints as assigned through Salesforce diplomatically and professionally within authorized limits.
• Place complaint settlement product orders and/or check requests.
• Cook up incoming requests for technical support and training with sales and field Technical Representatives.
• Coordinate job site visits and follow up requests from field representatives and distributors to establish contact between contractors and design teams.
• Update complaints in Salesforce as new information is attained.
• Resolve complaints quickly and in a mutually beneficial manner.
• Assist the Technical Service Supervisor in ensuring departmental procedures and adequate internal controls are followed.
• Help analyze Technical Services activities and report trends and needs, as necessary.

Qualifications

• Minimum of 3 years experience in the construction industry.
• Minimum of 2 years experience in Technical Services or comparable industry experience.
• Experience with Salesforce and JD Edwards preferred.
• Knowledge of tile/stone installation methods, construction assemblies, jobsite conditions, building materials, field application, substrates, mortars/adhesives/coatings.
• Knowledge of architecture and construction methods.
• Knowledge of LATICRETE product lines, applications, construction practices, and materials.
• Experience in tile, stone, concrete, flooring, or construction materials.
• Ability to read and interpret installation instructions and industry standards.
• Familiarity with jobsite conditions, substrates, and building assemblies.
• High school diploma preferred; degree preferred.
• Strong interpersonal, written, and verbal communications skills.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) and Outlook.
• Fluency in a second language, preferred.
• Team cooperation - maintain a positive cooperative attitude with all employees at LATICRETE and all customers (internal and external).

Specialized Skills, Requirements, and Experience

• Physical ability to lift and carry 50 lbs. repeatedly.
• Push/pull: Must be able to push/pull 50 lbs.
• 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.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life insurance, AD&D and supplemental insurance