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, handling customer complaints, and assisting in training and workload balancing.

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 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, and 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, and help the Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed.
• Assist the Supervisor to train Technical Service Representatives, assist with team workload balancing and customer escalations, maintain strong interfaces with other departments, and make recommendations to management concerning staff and help drive process improvements.
• Prioritize and allocate work, delegate and allocate manageable goals to employees, clearly define project responsibilities and performance expectations for long- and short-term work plans, set clear priorities for team and individuals, including appropriate allocation of resources (time, money and people).
• Create and update technical data sheets and technical advisories, review and approve technical literature, packaging, data sheets, and marketing collateral, represent Technical Services ISO quality system reviews and audits, serve as a subject matter expert for Technical Services Representatives I and II, and assist the 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, and help DEVOPS develop tools for LATICRESET website for STRATA_HEAT and custom shower pans and drains to aid customer in choosing and ordering products.

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).

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

Compensation is commensurate with experience.

Schedule

Regular full-time schedule.