Technical Service Representative II

About the role

The Technical Services Representative II at LATICRESET International supports the installation and use of physical building materials. This role does not involve IT, software, or systems support.

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.
• Work on the investigation and settlement of customer complaints as assigned through Salesforce diplomatically and in a professional manner within authorized limits.
• Place complaint settlement product orders and/or check requests.
• Cooky/coordinate incoming requests for technical support and training with sales and field Technical Representatives.
• 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 (80%): 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.
• Customer Interactions (80%): Work on the investigation and settlement of customer complaints as assigned through Salesforce diplomatically and in a professional manner within authorized limits.
• Customer Interactions (80%): Place complaint settlement product orders and/or check requests.
• Internal Support (10%): Support Technical Services training programs, as directed.
• Internal Support (10%): Create and update technical data sheets and technical advisories.
• Special Projects, Housekeeping, and Assignments (10%): Participate in implementation or improvement initiatives associated with Technical Services.

Required Skills & Qualifications

• Minimum of 3 yrs. experience in construction industry.
• Minimum of 2 yrs. 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 LATICRESET product lines, applications, construction practices and materials a plus.