Technical Service Representative I

About the role

This position supports the installation and use of physical building materials. It is not an IT, software, or systems support role. We are seeking a technically skilled individual with customer service experience in the construction industry to provide expert guidance on LATICRETE’s high-performance tile, stone installation systems, and building finishing solutions.

Responsibilities

• Provide technical service to architects, contractors, and distributors to advise on proper material selection for specific applications.
• Review architectural blueprints, details, and specifications to recommend appropriate materials.
• Draft specifications and details for architects, engineers, contractors, and distributors.
• Prepare technical documents and literature for construction professionals.
• Conduct seminars for architects, distributors, contractors, and other industry professionals.
• Investigate and resolve customer service and product complaints diplomatically and professionally within authorized limits.
• Handle input and requests from sales and field personnel; update job file systems.
• Identify and forward sales leads to the sales department.
• Maintain professional conduct at all times.
• Perform other duties as directed by supervisor.

Requirements

• Minimum 3–5 years’ experience in the construction industry.
• 2 years in technical support of a building material or product preferred.
• Fluency in a second language is preferred.
• Physical ability to lift and carry a minimum of 50 pounds frequently.
• Knowledge of architecture, construction practices, and materials.
• Knowledge of LATICRETE products and applications is preferred.
• Knowledge of competitive materials is preferred.
• Strong technical communication and presentation abilities, including on short notice.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint) and Outlook.
• Intermediate knowledge of and functional proficiency in ERP and CRM systems; Oracle EnterpriseOne and SalesForce1 CRM system preferred.
• Ability to maintain a positive, cooperative attitude with all employees and customers.

Qualifications

High School Diploma required; degree preferred.

Travel

25% travel required, including some international travel.

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending accounts
• Life insurance, AD&D, and supplemental insurance