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 channels, investigating and resolving customer complaints, and assisting in training and workload balancing.

Responsibilities

• Provide technical services to customers through phone calls, website chat, emails, etc., focusing 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.
• 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.
• 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.
• Assist Supervisor to train Technical Service Representatives and assist with team workload balancing and customer escalations.
• Maintain strong interface with other departments and make recommendations to management concerning staff and help drive process improvements.
• Delegate and allocate work to employees to support company priorities and drive results.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and marketing collateral.
• Represent Technical Services during ISO quality system reviews and audits.
• Assist Technical Services Supervisor in ensuring performance goals and tasks are met with a constant eye on improvement.
• Manage associations with outside service vendors.
• Participate in implementation or improvement initiatives associated with Technical Services.
• Design and implement procedures and online tools for vendor supplied products.
• Work with Marketing to provide specifications, CAD details, and BIM content to third-party vendors for inclusion on their websites or specification generating tools.
• Create and update FAQs for inclusion on website FAQ page.
• Help DEVOPS develop tools for LATICRESET website for STRATA_HEAT and custom shower pans and drains to aid customers in choosing and ordering products.

Qualifications

• Minimum of 6 years of 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).

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life insurance, AD&D, and supplemental insurance

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.