Technical Service Supervisor

About the role

This position supports the installation and use of physical building materials. It is not an IT, software, or systems support role. We are seeking a supervisor with experience in a technical support environment within the construction products industry to oversee our technical service representatives and ensure high-quality support for architects, contractors, and distributors.

Responsibilities

• Supervise and schedule daily operations of technical service representatives.
• Manage technical service representatives, including attendance, scheduling, staff meetings, and performance evaluations.
• Analyze technical activities, report trends, and identify needs.
• Create and revise technical data sheets (TDS’s) and technical advisories/documents.
• Provide technical service to architects, contractors, and distributors, advising on proper materials selection and installation procedures for specific applications.
• Review and prepare technical documents, architectural details, and specifications to advise on proper materials selection.
• Supervise the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.
• Coordinate incoming requests for technical service and training with sales and field technical representatives.
• Follow up on requests from field representatives and distributors for telephone contact with contractors and architects.
• Coordinate and participate in job site assistance.
• Represent the technical department in management meetings and ISO quality system/management reviews.
• Review and approve technical literature and data sheets.
• Coordinate technical service NAP’s.
• Conduct technical service department audits at satellite facilities as required.
• Write technical service articles and tips for the monthly newsletter and industry publications.
• Perform other directly related duties as delegated or mutually agreed upon.

Requirements

• Minimum 7 years of experience in the construction industry.
• Minimum of 3 years in technical support of a building material or product.
• Supervisory and management skills.
• Excellent interpersonal, written, and verbal communication skills.
• Knowledge of architecture and construction methods.
• Detailed knowledge of LATICRETE product line, applications, construction practices, and materials.
• Fluency in a second language preferred.
• Physical ability to lift and carry up to 50 pounds frequently.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint) and Outlook.
• Intermediate knowledge of and functional proficiency in ERP and CRM systems; Oracle EnterpriseOne and CRM OnDemand preferred.
• Ability to maintain a positive, cooperative attitude with all employees and customers.

Qualifications

• Associate’s Degree or equivalent work experience.

Travel

25% travel required.

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.