Technical Services Representative

Core Responsibilities and Tasks

• Ensure products being used by customers meet expectations
• Eliminate or reduce customer complaints
• Help achieve or exceed sales goals
• Help achieve or exceed profitability goals
• Help increase gallon growth
• Communicate competitive information, new products and selling issues to Division Sales Management
• Communicate extended product knowledge in division Industrial segments
• Attend coatings seminars that are pertinent to Industrial Coatings sales/marketing
• Manage product test runs at designated customer facilities
• Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed
• Maintain contact with laboratory on current technical issues
• Assist with equipment installations and various line or equipment modifications/adjustments
• Conduct technical training seminars at customers’ facilities
• Evaluate product complaints and decide best way to resolve problem
• Assist customers in preparing coatings specifications to meet product applications
• Troubleshoot on-line technical problems such as correcting batches and formulation of products
• Advise customers of product line changes and improvements
• Maintain expertise in equipment use and surface preparation
• Shade product batches using intermix system/phoenix system
• Absorb customers' product inventory control/re-ordering
• Train customers on product knowledge and application methods
• Evaluate product complaints and decide the best way to resolve the problem
• Assist sales reps by preparing samples, panels, etc. for presentations
• Cook up technical service issues between SHW facilities and plants, sales reps and product service room
• Maintain customer technical service issues on file for follow-up
• Troubleshoot and resolve customer problems with application equipment
• Document and refer potential sales leads to appropriate sales rep
• Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner

Qualifications

• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must have a High School Diploma or GED equivalent
• Must have a valid, unrestricted Driver’s License
• Must have at least five (5) years of Technical Service Representative experience (field or lab)
• Must have the ability to pass a color blindness test
• Be willing to travel as required