Lead Technical Service Representative

About the role

LATICRETE International is a global, family-owned company with over 65 years of experience in providing high-performance tile and stone installation systems and building finishing solutions. We are seeking a Lead Technical Services Representative to provide advanced technical services to both internal and external customers, support training initiatives, and drive process improvements within the Technical Services department.

This position supports the installation and use of physical building materials and is not an IT, software, or systems support role.

Responsibilities

• Customer Interactions (70%)
  • Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers via phone, website chat, and email regarding proper material selection, installation methods, and supporting information.
  • 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 Representatives 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 received.
  • Resolve complaints quickly and in a mutually beneficial manner.
  • Assist the Technical Service Supervisor in ensuring adherence to departmental procedures and internal controls.
  • Analyze Technical Services activities, report trends, and identify needs as required.
• Internal Support (20%)
  • Assist the Supervisor in training Technical Services Representatives and balancing team workloads, including customer escalations.
  • Maintain strong cross-functional interfaces and make 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 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 inclusion on their websites or specification tools.
  • Create and update FAQs for the company website.
  • Assist DEVOPS in developing tools for the LATICRETE website, such as those for STRATA_HEAT and custom shower pans and drains.

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 a focus on team cooperation and maintaining a positive attitude.
• Strong interpersonal, written, and verbal communication skills.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams) and Outlook.
• Fluency in a second language is preferred.

Skills

• 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.
• Must be able to travel up to 30%.

Benefits

• Medical, dental, and vision insurance.
• 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.