Technical Service Representative II

About Us

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. 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 more, resolving 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 via phone, website chat, and email, offering guidance on 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 facilitate 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 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.
  • 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.
  • Assist DEVOPS in developing tools for the LATICRETE website for STRATA_HEAT, custom shower pans, and drains to aid customers in product selection and ordering.
  • 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 a comparable industry role.
• Experience with Salesforce and JD Edwards preferred.
• Knowledge of architecture and construction methods is a plus.
• Knowledge of LATICRETE product lines, applications, construction practices, and materials is 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 and cooperative attitude with all employees and customers.

Physical Requirements

• Ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Must be able to push/pull 50 lbs.
• Must be able to stand for 20% of the day or more.
• Must be able to sit for 80% of the day or more.
• Must be able to twist/bend 25% of the day.
• Squatting, climbing, and/or crawling required for 10% of the day.

Travel Requirement

Must be able to travel up to 20%.

Benefits

• Medical, dental, and vision coverage.
• 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.