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 provide advanced technical services to both internal and external customers through various communication channels and assist in training and workload balancing across the team.

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 as assigned through Salesforce 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.
• 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, investigate and settle customer complaints, place complaint settlement product orders, handle cases and inquiries above the Technical Services Representative I and II, coordinate incoming requests for technical support and training, update complaints in Salesforce, 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.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, assist with team workload balancing and customer escalations, maintain strong interface with other departments, make recommendations to management concerning staff and help drive process improvements, assist Supervisor to 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), support Technical Services training programs, as directed, 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, assist Technical Services Supervisor in ensuring performance goals and tasks are met with a constant eye on improvement.
• Special Projects, Housekeeping, and Assignments (10%): Assist Supervisor to manage 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 for inclusion on their websites or specification generating tools, create and update FAQs for inclusion on website FAQ page, help DEVOPS develop tools for LATICRETE website for STRATA_HEAT and custom shower pans and drains to aid customer in choosing and ordering products.

Required Skills & Qualifications

• Minimum of 6 yrs. experience in construction industry.
• Minimum of 4 yrs. 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.
• Computer skills: Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.…) and Outlook.
• Fluency in second language, preferred.
• Team cooperation – maintain positive cooperative attitude with all employees at LATICRETE and all customers (internal and external).