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, handling 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.
• 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 ensure contact between contractors and design teams.
• 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.
• Assist with analysis of Technical Services activities and report trends and needs.

Essential Duties and Responsibilities

• Customer Interactions (70%): Provide technical services to customers, investigate and resolve customer complaints, place orders, coordinate requests, and assist in training.
• Internal Support (20%): Assist with workload balancing and customer escalations, maintain interfaces with other departments, and drive process improvements.
• Special Projects, Housekeeping, and Assignments (10%): Manage associations with outside service vendors, participate in initiatives, and assist in creating and updating tools and content.

Qualifications

• Minimum of 6 years of experience in the construction industry.
• Minimum of 4 years of experience 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 and participating on cross-functional project teams.
• Leadership skills and strong interpersonal, written, and verbal communications skills.
• Intermediate knowledge of Microsoft Office and Outlook.
• Fluency in a second language, preferred.
• Physical ability to lift and carry 50 lbs. repeatedly, stand for 20% of the day, sit for 80% of the day, twist/bend 25% of the day, squat, climb, and crawl 10% of the day.