Lead Technical Service Representative

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty? At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal named us one of Connecticut’s top family-owned companies in 2017. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with, and improve the lives of our employees, customers, partners, and global communities. We are seeking passionate and ambitious employees who want to make a difference within our organization, their communities, our industry, and the world.

About the role

The Lead Technical Services Representative provides advanced technical services to both internal and external customers through phone calls, website chats, emails, and other channels. This role focuses on proper material selection, installation methods, and supporting information. Additionally, the Lead Technical Services Representative helps train Technical Service Representatives and works with the Technical Service Managers/Supervisor to balance workloads and guide customer escalations. This position regularly interfaces with management and cross-functional teams to drive improvements.

Responsibilities

• Customer Interactions (70%)
  • Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, 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 level.
  • Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
  • Follow up on 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 ensure departmental procedures and adequate internal controls are followed.
  • Assist with analysis of Technical Services activities and report trends and needs.
• Internal Support (20%)
  • Assist in training Technical Services Representatives and balancing team workloads.
  • Maintain strong interface with other departments and make recommendations to management for process improvements.
  • Prioritize and allocate work, delegate manageable goals, and define project responsibilities and performance expectations.
  • Support Technical Services training programs.
  • Create and update technical data sheets and advisories.
  • Review and approve technical literature, packaging, data sheets, and marketing collateral.
  • Represent Technical Services in ISO quality system reviews and audits.
  • Serve as a subject matter expert for Technical Services Representatives I and II.
  • Assist in ensuring performance goals and tasks are met with a focus on improvement.
• Special Projects, Housekeeping, and Assignments (10%)
  • Assist in managing associations with outside service vendors.
  • Participate in implementation or improvement initiatives associated with Technical Services.
  • Help 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.
  • Create and update FAQs for the website.
  • Help develop tools for the LATICRETE website for STRATA_HEAT and custom shower pans and drains.

Requirements

• Minimum of 6 years of experience in the construction industry.
• Minimum of 4 years of experience in Technical Services or a comparable industry.
• 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.

Qualifications

• 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 communication skills.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams) and Outlook.
• Fluency in a second language preferred.
• Team cooperation – maintain a positive, cooperative attitude with all employees and customers.

Physical Requirements

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

Schedule

Must be able to travel up to 30%.

Benefits

• Medical, dental, and vision coverage.
• 401k retirement plan.
• Tuition reimbursement.
• 13 paid holidays in addition to paid vacation and sick time.
• Flexible spending accounts.
• Life Insurance, AD&D, and Supplemental Insurance.