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 provide advanced technical services to both internal and external customers through various communication channels and assist in training and workload balancing across the team.

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 through the department.
• 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, investigate and settle complaints, place orders, coordinate job site visits, and resolve complaints.
• Internal Support (20%): Assist with training, workload balancing, and customer escalations, maintain interfaces with other departments, and drive process improvements.
• Special Projects, Housekeeping, and Assignments (10%): Manage associations with outside service vendors, participate in initiatives, design and implement procedures, and assist in developing tools for LATICRETE website.

Required Skills & 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 LATICRETE 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 LATICRETE 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.
• Squatting, climbing and/or crawling: 10% of the day.

Travel Requirement

• Must be able to travel up to 30%.