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. This role requires advanced technical services through various communication channels and involves resolving customer complaints and assisting with 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 with 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 Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed.
• 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, place complaint settlement product orders, coordinate requests, follow up with field representatives, coordinate job site visits, and update complaints in Salesforce.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, assist with workload balancing and customer escalations, maintain strong interface with other departments, and make recommendations to management concerning staff and process improvements.
• Special Projects, Housekeeping, and Assignments (10%): Assist Supervisor to 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 as a subject matter expert, and help DEVOPS develop tools for LATICRESET website.

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).