Lead Technical Service Representative

LATICRETE International is a global, family-owned company with over 65 years of experience in high-performance tile and stone installation systems and building finishing solutions. We are dedicated to improving the built world and the lives of those who build it, operating in over 100 countries and recognized as one of Connecticut’s top family-owned companies.

About the role

The Lead Technical Services Representative provides advanced technical services to internal and external customers, offering guidance on material selection, installation methods, and supporting information. This role involves handling customer interactions, training Technical Service Representatives, and collaborating with management to drive process improvements.

Responsibilities

• Customer Interactions (70%)
  • Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers via phone, website chat, and email.
  • Investigate and resolve customer complaints diplomatically, including placing product orders or check requests for settlements.
  • Handle escalated cases and inquiries beyond the scope of Technical Services Representatives I and II.
  • Coordinate technical support and training requests with sales and field representatives.
  • Follow up on requests from field representatives and distributors to facilitate contact between contractors and design teams.
  • Participate in job site visits and update complaints in Salesforce as new information is obtained.
  • Resolve complaints efficiently and in a mutually beneficial manner.
  • Assist the Technical Service Supervisor in ensuring adherence to departmental procedures and internal controls.
  • Analyze Technical Services activities and report trends or needs to the Supervisor.
• Internal Support (20%)
  • Assist the Supervisor in training Technical Services Representatives and balancing team workloads.
  • Maintain strong cross-departmental communication and recommend process improvements to management.
  • Delegate and allocate manageable goals to team members, defining responsibilities and performance expectations.
  • Set clear priorities for the team and individuals, including resource allocation (time, budget, personnel).
  • Support Technical Services training programs as directed.
  • Create and update technical data sheets, advisories, and review/approve technical literature, packaging, 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 the Technical Services Supervisor in ensuring performance goals are met with a focus on continuous improvement.
• Special Projects, Housekeeping, and Assignments (10%)
  • Assist the Supervisor in managing relationships with outside service vendors.
  • Participate in initiatives to improve Technical Services processes and tools.
  • Design and implement procedures and online tools for vendor-supplied products.
  • Collaborate with Marketing to provide specifications, CAD details, and BIM content to third-party vendors.
  • Create and update FAQs for the company website.
  • Assist DEVOPS in developing tools for the LATICRETE website (e.g., STRATA_HEAT, 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 role.
• Experience with Salesforce and JD Edwards is preferred.
• Strong knowledge of architecture and construction methods.
• Expert knowledge of LATICRETE product lines, applications, construction practices, and materials.

Qualifications

• Associate’s degree or equivalent work experience.
• Demonstrated success in solving complex issues and participating in cross-functional project teams.
• Leadership skills with strong interpersonal, written, and verbal communication abilities.
• Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams) and Outlook.
• Fluency in a second language is preferred.
• Commitment to teamwork and maintaining a positive, cooperative attitude with all employees and customers.

Skills

• Advanced technical expertise in tile and stone installation systems.
• Ability to train and mentor team members.
• Strong problem-solving and analytical skills.
• Experience with process improvement and project management.

Benefits

• Medical, dental, and vision insurance.
• 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.

Physical Requirements

• Ability to lift and carry up to 50 lbs. (22.7 kg) repeatedly.
• Capability to push/pull 50 lbs.
• Ability to stand for 20% of the day or more.
• Ability to sit for 80% of the day or more.
• Ability to twist/bend for 25% of the day.
• Capability to squat, climb, and/or crawl for 10% of the day.

Schedule

Travel requirement: Up to 30%.