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 channels, handling customer complaints, assisting with training, and working closely with supervisors to balance workload and guide customer escalations.

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.
• Handle cases and inquiries above the Technical Services Representative I and II.
• Cook up incoming requests for technical support and training with sales and field Technical Representatives.
• Coordinate job site visits and 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.
• Assist Supervisor to train Technical Service Representatives and 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.
• Aid Supervisor to prioritize and allocate work: Delegate and allocate manageable goals to employees to support company priorities and drive results.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and Marketing collateral.
• Represent Technical Services ISO quality system reviews and audits.
• Assist Supervisor in ensuring performance goals and tasks are met with a constant eye on improvement.
• Manage associations with outside service vendors.
• Participate in implementation or improvement initiatives associated with Technical Services.
• Design and implement procedures and online tools for vendor supplied products.
• Work with Marketing to provide specifications, CAD details and BIM content to third party vendors for inclusion on their websites or specification generating tools.
• Create and update FAQs for inclusion on website FAQ page.
• Help DEVOPS develop tools for LATICRESET website for STRATA_HEAT and custom shower pans and drains to aid customer in choosing and ordering products.

Qualifications

• Minimum of 6 years experience in 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).

Specialized Skills, Requirements and Experience

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.

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