Lead Technical Service Representative

At LATICRETE International, we aim to be the leading global construction brand trusted for high-performance tile and stone installation systems and building finishing solutions. With over 65 years in business, three generations of family ownership, and a presence in over 100 countries, we are recognized for innovation and integrity. Our purpose is to improve the built world and the lives of those who build it—employees, customers, partners, and communities. We seek passionate, ambitious individuals who want to make a difference within our organization and beyond.

About the role

The Lead Technical Services Representative provides advanced technical services to internal and external customers via phone, website chat, email, and other channels. This role focuses on proper material selection, installation methods, and supporting information, while also training Technical Service Representatives and collaborating with management to improve processes and balance workloads.

Responsibilities

• Customer Interactions (70%)
  • Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone, website chat, email, and other channels.
  • Investigate and resolve customer complaints diplomatically and professionally within authorized limits, including placing complaint settlement product orders or check requests.
  • Handle escalated cases and inquiries beyond the scope of Technical Services Representative I and II.
  • Coordinate technical support and training requests with sales and field Technical Representatives.
  • Follow up on requests from field representatives and distributors to facilitate contact between contractors and design teams.
  • Participate in job site visits and update complaints in Salesforce as new information is obtained.
  • Resolve complaints quickly and in a mutually beneficial manner.
  • Assist the Technical Service Supervisor in ensuring departmental procedures and internal controls are followed.
  • Analyze Technical Services activities and report trends and needs to the Supervisor.
• Internal Support (20%)
  • Assist the Supervisor in training Technical Services Representatives and balancing team workloads, including customer escalations.
  • Maintain strong cross-functional collaboration and provide recommendations to management for process improvements.
  • Prioritize and allocate work, delegate goals, and set clear performance expectations for the team.
  • Support Technical Services training programs as directed.
  • Create and update technical data sheets, advisories, literature, packaging, and marketing collateral.
  • Represent Technical Services in ISO quality system reviews and audits.
  • Serve as a subject matter expert for Technical Services Representatives I and II.
  • Assist the Technical Services Supervisor in ensuring performance goals and tasks are met with a focus on continuous improvement.
• Special Projects, Housekeeping, and Assignments (10%)
  • Assist the Supervisor in managing relationships with outside service vendors.
  • Participate in implementation or improvement initiatives for Technical Services.
  • Design and implement procedures and online tools for vendor-supplied products.
  • Collaborate with Marketing to provide specifications, CAD details, and BIM content to third-party vendors for their websites or specification tools.
  • Create and update FAQs for the company website.
  • Assist DEVOPS in developing tools for the LATICRETE website, such as STRATA_HEAT and custom shower pans and drains, to aid customers in product selection and ordering.

Requirements

• Minimum of 6 years of experience in the construction industry.
• Minimum of 4 years of experience in Technical Services or a comparable industry role.
• 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.

Qualifications

• Associate’s degree or equivalent work experience.
• Demonstrated success in solving complex issues and participating in cross-functional project teams.
• Leadership skills with strong interpersonal, written, and verbal communication abilities.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams) and Outlook.
• Fluency in a second language is preferred.
• Ability to maintain a positive, cooperative attitude with all employees and customers.

Physical Requirements

• Ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Ability to push/pull 50 lbs.
• Ability to stand for 20% of the day or more.
• Ability to sit for 80% of the day or more.
• Ability to twist/bend for 25% of the day.
• Ability to squat, climb, and/or crawl for 10% of the day.

Schedule

Must be able to travel up to 30% of the time.

Benefits

• Medical, dental, and vision coverage.
• 401k retirement plan.
• Tuition reimbursement.
• 13 paid holidays in addition to paid vacation and sick time.
• Flexible spending accounts.
• Life insurance, AD&D, and supplemental insurance.