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 customers through various channels to provide information on material selection, installation methods, and supporting information. They also assist in training and workload balancing for the Technical Service Representatives.

Responsibilities

• Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat feature, emails, etc.
• Investigate and settle customer complaints 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, investigate and settle customer complaints, place orders, coordinate job site visits, and resolve complaints.
• Internal Support (20%): Assist with training, workload balancing, and customer escalations; maintain strong 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 with marketing and customer support.

Qualifications

• Minimum of 6 years 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 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 a second language, preferred.
• Physical ability to lift and carry 50 lbs. repeatedly, stand for 20% of the day, sit for 80% of the day, twist/bend 25% of the day, squat, climb, and crawl 10% of the day.