Lead Technical Service Representative

About the role

The Lead Technical Services Representative at LATICRESET International supports the installation and use of physical building materials. They interact with a variety of stakeholders including architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers. The role involves providing technical services through various communication channels, investigating and resolving customer complaints, and assisting in training and workload balancing.

Responsibilities

• Provide technical services to customers through phone calls, website chat feature, emails, etc., to inform on proper material selection, installation methods, and supporting information.
• Investigate and resolve customer complaints diplomatically and professionally within authorized limits.
• Place complaint settlement product orders and/or check requests.
• 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.
• 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.
• Assist Supervisor with analysis of Technical Services activities and report trends and needs, as necessary.

Essential Duties and Responsibilities

• Customer Interactions (70%): Provide technical services to customers through various communication channels, investigate and resolve customer complaints, place complaint settlement product orders, coordinate incoming requests, follow up requests, update complaints in Salesforce, and resolve complaints.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, 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.
• Special Projects, Housekeeping, and Assignments (10%): Assist Supervisor to manage associations with outside service vendors, participate in implementation or improvement initiatives, design and implement procedures and online tools for vendor supplied products, create and update FAQs, and help DEVOPS develop tools for LATICRESET website.

Required Skills & Qualifications

• Minimum of 6 years experience in the construction industry.
• Minimum of 4 years 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 LATICRESET product lines, applications, construction practices, and materials.
• 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.
• 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 LATICRESET 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.
• 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%.