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 involves providing technical services through various communication channels and resolving customer complaints.

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.
• 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 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 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. Work on the investigation and settlement of customer complaints as assigned through Salesforce diplomatically and in a professional manner within authorized limits. 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 the Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed through the department.
• Internal Support (20%): Assist the Supervisor to train Technical Service Representatives and assist with team workload balancing and customer escalations. Maintain strong interface with other departments and make recommendations to management concerning staff and help drive process improvements. Assist the Supervisor to prioritize and allocate work: Delegate and allocate manageable goals to employees to support company priorities and drive results. Clearly define to team members 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).
• Special Projects, Housekeeping, and Assignments (10%): Assist the 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 LATICRESET website for STRATA_HEAT and custom shower pans and drains to aid customer in choosing and ordering products.

Required Skills & 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 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).