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.

Internal Support

• 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 ISO quality system reviews and audits.
• Work / learn to increase product and industry knowledge and becoming a subject matter expert.

Special Projects, Housekeeping, and Assignments

• 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 inclusion on website FAQ page.
• Enter information into Salesforce for new Accounts, Contacts and Projects which are Technical Services generated.
• Update complaints in Salesforce as new information is attained.

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.