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. The role involves providing technical services through various communication channels, investigating and resolving customer complaints, and assisting in the training and workload balancing of other team members.

Responsibilities

• Provide technical services to customers through phone calls, website chat, emails, etc., focusing 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 with field representatives and distributors to establish contact between contractors and design teams.
• Coordinate job site visits and update complaints in Salesforce as needed.
• Resolve complaints quickly and in a mutually beneficial manner.
• Help the Technical Service Supervisor ensure departmental procedures and internal controls are followed.
• Assist the Supervisor with workload balancing and customer escalations.
• Train Technical Service Representatives and assist with workload balancing and customer escalations.
• Participate in association with outside service vendors and help design/implement procedures and online tools for vendor-supplied products.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and marketing collateral.
• Represent Technical Services during ISO quality system reviews and audits.
• Assist the Supervisor in ensuring performance goals and tasks are met with a focus on improvement.
• Help develop tools for LATICRESET website for STRATA_HEAT and custom shower pans and drains to aid customer in choosing and ordering products.

Requirements

• 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.
• 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).

Qualifications

• Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Physical abilities: Push/pull, stand, sit, twist/bend, squat, climb, and crawl.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life insurance, AD&D, and supplemental insurance

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.