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 interact with a variety of stakeholders including architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers. This role requires a minimum of 6 years of experience in the construction industry, with at least 4 years in Technical Services or a comparable industry.

Responsibilities

• Provide technical services to customers through phone calls, website chat feature, emails, etc., to provide information on proper material selection, installation methods, and supporting information.
• Investigate and resolve customer complaints diplomatically and professionally within authorized limits.
• 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 requests from field representatives and distributors to establish contact between contractors and design teams.
• 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, and coordinate with sales and field Technical Representatives.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, balance workload, and handle customer escalations. Participate in association with outside service vendors and help design/implement procedures and online tools for vendor-supplied products.
• Special Projects, Housekeeping, and Assignments (10%): Assist Supervisor to manage associations with outside service vendors, participate in implementation or improvement initiatives, and help design and implement procedures and online tools for vendor-supplied products.

Required Skills & Qualifications

• Minimum of 6 years of experience in the construction industry, with at least 4 years in Technical Services or a comparable industry.
• 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 and 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.
• Physical ability to lift and carry 50 lbs. repeatedly, stand for 20% of the day or more, sit for 80% of the day or more, twist/bend 25% of the day, squat, climb, and crawl 10% of the day.