Lead Technical Service Representative

About the role

The Lead Technical Services Representative at LATICRETE 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 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.
• 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 the Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed.
• Assist the 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 channels, investigate and resolve customer complaints, place complaint settlement product orders, coordinate requests, follow up on requests, update complaints in Salesforce, and resolve complaints.
• Internal Support (20%): Assist with training Technical Service Representatives, workload balancing, and customer escalations. Maintain strong interfaces with other departments and make recommendations to management.
• Special Projects, Housekeeping, and Assignments (10%): Manage associations with outside service vendors, participate in implementation or improvement initiatives, design and implement procedures and online tools for vendor supplied products, represent Technical Services in ISO quality system reviews and audits, assist in creating and updating FAQs, and help develop tools for LATICRETE website for STRATA_HEAT and custom shower pans and drains.

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 LATICRETE 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 LATICRETE and all customers (internal and external).