Lead Technical Service Representative

About the role

The Lead Technical Services Representative at LATICRETE International supports the installation and use of physical building materials. They interact with a wide range of customers including architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers. The role involves providing technical services through various 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 channels, investigate and resolve customer complaints, coordinate requests, and assist in training and workload balancing.
• Internal Support (20%): Assist Supervisor with training, workload balancing, and customer escalations, and maintain strong interfaces with other departments.
• Special Projects, Housekeeping, and Assignments (10%): Manage associations with outside service vendors, participate in implementation or improvement initiatives, and assist in creating and updating technical documents and tools.

Qualifications

• Minimum of 6 years of 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 LATICRETE product lines, applications, construction practices, and materials.
• Associates degree or equivalent work experience.
• Demonstrated success solving complex issues and participating on cross-functional project teams.
• Leadership skills, strong interpersonal, written, and verbal communications skills, and computer skills (Intermediate knowledge of Microsoft Office).
• Fluency in a second language, preferred.
• Physical ability to lift and carry 50 lbs. repeatedly, stand for 20% of the day or more, sit for 80% of the day or more, twist/bend 25% of the day, squat, climb, and crawl 10% of the day.