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, handling customer complaints, assisting with training, and working closely with management to drive improvements.

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 needed.
• Resolve complaints quickly and in a mutually beneficial manner.
• Help the Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed.
• Assist the 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, investigate and resolve complaints, and coordinate job site visits.
• Internal Support (20%): Assist with training, workload balancing, and customer escalations; maintain strong interfaces with other departments and make recommendations for process improvements.
• Special Projects, Housekeeping, and Assignments (10%): Manage associations with outside service vendors, participate in initiatives, and assist in creating and updating tools and content for the company's website.

Qualifications

• Minimum of 6 years of experience in the construction industry.
• Minimum of 4 years of experience in Technical Services or a comparable industry.
• 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 and participating on cross-functional project teams.
• Leadership skills and strong interpersonal, written, and verbal communications skills.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) and Outlook.
• 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.