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 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 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.
• 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.

Internal Support

• Assist Supervisor to train Technical Services 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.
• Aid Supervisor to prioritize and allocate work, delegate and allocate manageable goals to employees, set clear priorities for team and individuals, and appropriately allocate resources.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and marketing collateral.
• Serve as a subject matter expert for Technical Services Representatives I and II.
• Aid Supervisor in ensuring performance goals and tasks are met with a constant eye on improvement.

Special Projects, Housekeeping, and Assignments

• Manage associations with outside service vendors.
• Participate in implementation or improvement initiatives associated with Technical Services.
• 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, 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 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.
• 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.