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 provide advanced technical services to both internal and external customers through various communication channels and assist in training and workload balancing.

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 resolve customer complaints 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.
• 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.
• Coordinate and participate in job site visits.
• 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 complaint settlement product orders, handle cases and inquiries above the Technical Services Representative I and II, coordinate incoming requests for technical support and training, follow up requests from field representatives and distributors, coordinate and participate in job site visits, update complaints in Salesforce, and resolve complaints quickly and in a mutually beneficial manner.
• Internal Support (20%): Assist Supervisor to train Technical Service Representatives, assist with team workload balancing and customer escalations, maintain strong interface with other departments, make recommendations to management concerning staff and help drive process improvements, assist Supervisor to prioritize and allocate work, delegate and allocate manageable goals to employees, clearly define project responsibilities and performance expectations for long- and short-term work plans, set clear priorities for team and individuals, and assist Supervisor in ensuring performance goals and tasks are met with a constant eye on improvement.
• Special Projects, Housekeeping, and Assignments (10%): Assist 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, 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.

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 positive cooperative attitude with all employees at LATICRESET and all customers (internal and external).

Required Skills & Qualifications

• Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Push/pull: Must be able to push/pull 50 lbs.
• Sit: Must be able to sit for 80% of the day or more.
• Sit: Must be able to sit for 80% of the day or more.
• Squatting, climbing and/or crawling: 10% of the day.
• Travel Requirement: Must be able to travel up to 30%.