Lead Technical Service Representative

About the role

The Lead Technical Services Representative at LATICRESET International supports the installation and use of physical building materials. This role does not involve IT, software, or systems support.

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 in a professional manner within authorized limits.
• Place complaint settlement product orders and/or check requests.
• Handle cases and inquiries above the Technical Services Representative I and II.
• Cook up incoming requests for technical support and training with sales and field Technical Representatives.
• Coordinate job site visits and 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 through the department.
• 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 orders, coordinate job site visits, update complaints in Salesforce, resolve complaints, and assist with workload balancing and customer escalations.
• 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 ISO quality system reviews and audits, serve as a subject matter expert, and help DEVOPS develop tools for LATICRESET website.

Qualifications

• Minimum of 6 years experience in 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.