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 wide range of customers including architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers. The role involves providing technical services through various channels, investigating and resolving customer complaints, and assisting in training and workload balancing.

Responsibilities

• Provide technical services to customers through phone calls, website chat feature, emails, etc., to inform 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 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 customers through various channels, investigate and resolve customer complaints, and coordinate with sales and field Technical Representatives.
• Internal Support (20%): Assist the Supervisor in training Technical Service Representatives, workload balancing, and customer escalations. Maintain strong interfaces with other departments and make recommendations to management.
• Special Projects, Housekeeping, and Assignments (10%): Assist the Supervisor in managing associations with outside service vendors, implementing or improving initiatives, and creating and updating technical documents and tools.

Required Skills & Qualifications

• Minimum of 6 years experience in the construction industry.
• Minimum of 4 years 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 and participating on cross-functional project teams.
• Leadership skills and strong interpersonal, written, and verbal communication 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.