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 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.
• Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
• 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 through various communication channels, investigate and resolve customer complaints, coordinate with sales and field representatives, and assist in workload balancing and customer escalations.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, assist with workload balancing and customer escalations, and support departmental procedures and internal controls.
• Special Projects, Housekeeping, and Assignments (10%): Manage associations with outside service vendors, participate in implementation or improvement initiatives, and assist in creating and updating technical data sheets and technical advisories.

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 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.
• Push/pull: Must be able to push/pull 50 lbs.
• Sit: 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%.