Technical Service Representative II

About the role

The Technical Services Representative II 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/Navigation/Equal Opportunity/No Scam Warning Boilerplate Removed
• Career Development/Training/Professional Growth Opportunities Not Specified
• Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
• 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.

Requirements

• Minimum of 3 years experience in 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.
• High School Diploma: Degree preferred.
• Strong interpersonal, written, and verbal communications skills.
• Computer skills: Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) and Outlook.
• Fluency in second language, preferred.
• Team cooperation – maintain a positive cooperative attitude with all employees at LATICRETE and all customers (internal and external).

Qualifications

• Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Push/pull: Must be able to push/pull 50 lbs.
• Sitting: Must be able to sit for 80% of the day or more.
• Twisting/Bending: Must be able to twist/bend 25% of the day.
• Squatting, climbing and/or crawling: 10% of the day.
• Travel Requirement: Must be able to travel up to 20%.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life Insurance, AD&D and Supplemental Insurance