Lead Technical Service Representative

About the role

The Lead Technical Services Representative at LATICRESET International supports the installation and use of physical building materials. This role does not involve IT, software, or systems support. Key responsibilities include providing technical services to customers, investigating and resolving complaints, assisting with training, and working with supervisors to balance workload and guide customer escalations.

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 resolve 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.
• 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.
• Coordinate and participate in job site visits.
• 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, investigate and resolve complaints, assist with training, and work with supervisors to balance workload and guide customer escalations.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, assist with workload balancing and customer escalations, and make recommendations to management concerning staff and process improvements.
• Special Projects, Housekeeping, and Assignments (10%): Assist Supervisor to manage associations with outside service vendors, participate in implementation or improvement initiatives, and help design and implement procedures and online tools for vendor supplied products.

Required Skills & 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.
• Team cooperation: maintain a positive cooperative attitude with all employees at LATICRESET and all customers (internal and external).

Physical Requirements

• Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Stand: Must be able to stand 20% of the day or more.
• Sitting: Must be able to sit for 80% of the day or more.
• Twisting/Bending: Must be able to twist/bend 25% of the day.
• Squatting, climbing and/or crawling: 10% of the day.

Travel Requirement

• Must be able to travel up to 30%.