Technical Service Representative II

At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. With over 65 years in business, we are a family-owned company operating in over 100 countries, recognized as one of Connecticut’s top family-owned companies in 2017. Our purpose is to improve the built world and the lives of those who build it by connecting with employees, customers, partners, and global communities.

About the role

The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, and other channels to resolve complaints and issues in a timely manner. This position supports the installation and use of physical building materials and is not an IT, software, or systems support role.

Responsibilities

• Customer Interactions (80%)
  • Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers regarding proper material selection, installation methods, and supporting information.
  • Investigate and settle customer complaints diplomatically and professionally within authorized limits, including placing complaint settlement product orders or check requests.
  • Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
  • Follow up on 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 and resolve them quickly in a mutually beneficial manner.
  • Assist the Technical Service Supervisor in ensuring departmental procedures and adequate internal controls are followed.
  • Analyze Technical Services activities and report trends and needs, as necessary.
• Internal Support (10%)
  • Support Technical Services training programs, as directed.
  • Create and update technical data sheets and technical advisories.
  • Review and approve technical literature, packaging, data sheets, and Marketing collateral.
  • Represent Technical Services in ISO quality system reviews and audits.
  • Increase product and industry knowledge to become a subject matter expert.
• Special Projects, Housekeeping, and Assignments (10%)
  • 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 for inclusion on their websites or specification-generating tools.
  • Create and update FAQs for the website FAQ page.
  • Assist DEVOPS in developing tools for the LATICRETE website for STRATA_HEAT and custom shower pans and drains to aid customers in choosing and ordering products.
  • Enter information into Salesforce for new Accounts, Contacts, and Projects generated by Technical Services.
  • Update complaints in Salesforce as new information is attained.

Requirements

• Minimum of 3 years of experience in the construction industry.
• Minimum of 2 years of experience in Technical Services or comparable industry experience.
• Experience with Salesforce and JD Edwards preferred.
• Knowledge of architecture and construction methods a plus.
• Knowledge of LATICRETE product lines, applications, construction practices, and materials a plus.

Qualifications

• High School Diploma; degree preferred.
• Strong interpersonal, written, and verbal communication skills.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams) and Outlook.
• Fluency in a second language is preferred.
• Ability to maintain a positive, cooperative attitude with all employees and customers.

Skills

• Team cooperation and collaboration.
• Problem-solving and conflict resolution.
• Technical writing and documentation.

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.

Physical Requirements

• Ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Must be able to push/pull 50 lbs.
• Stand for 20% of the day or more.
• Sit for 80% of the day or more.
• Twist/bend for 25% of the day.
• Squat, climb, and/or crawl for 10% of the day.

Schedule

Must be able to travel up to 20% of the time.