Technical Services Representative, Industrial Wood - Los Angeles, CA

Interacts with customers or Sherwin-Williams (SHW) facilities in the field to provide product and application support, ensuring the best technical service possible. Answers technical or scientific questions regarding product, service, operation, or maintenance—including application and equipment. Identifies problems, provides technical assistance and solutions, and liaises between technical, sales, and operations teams (plants and facilities).

Responsibilities

• Ensure customer product, equipment, and service expectations are met.
• Carry out core tasks with a focus on creating value where applicable.
• Help achieve or exceed sales and profitability goals, and increase gallon growth.
• Work with the Tech Services team and other functions (e.g., Sales, R&D) to proactively eliminate or reduce customer complaints.
• Interact with and support customers, including taking calls during issues and participating in annual customer account plans.
• Interface with cross-functional teams on incoming color QC, oversee color quality in production, and new color developments to reduce customer complaints.
• Train customers on the use of color matching equipment and color development.
• Recommend optimal products or services to drive value selling.
• Perform customer line audits and line surveys.
• Maintain and upload accurate records of demonstrations and line surveys.
• Track customer technical service issues via Field Service Reports (FSRs) and SFDC logged entries.
• Assist sales reps by preparing samples, panels, etc., for presentations.
• Operate material handling, color matching, tinting, mixing, and lab testing equipment safely.
• Shade product batches or leverage local blending facilities to adjust product as needed.
• Assist customers with set-up and implementation of products.
• Evaluate product complaints and determine the best resolution, escalating as needed.
• Familiarize self with all products and procedures, including product preparation and application.
• Maintain expertise in equipment use and surface preparation.
• Execute product test runs at designated customer facilities.
• Assist in color verification and field color formulations.
• Troubleshoot product quality issues and implement solutions.
• Resolve on-line technical problems, such as correcting batches and product formulation.
• Train customers on product knowledge.
• Conduct technical training seminars at customers’ facilities.
• Advise customers of product line changes and improvements.
• Document and refer potential sales leads to the appropriate sales rep.
• Provide technical support for product demos as directed.
• Assist sales reps and Account Management in calling on prospective customers/target accounts.
• Maintain contact with the laboratory on current technical issues.
• Coordinate technical service issues between SHW facilities, plants, sales reps, and product service rooms.
• Implement procedures to help customers avoid issues or improve their processes.
• Assist customers with product inventory control/re-ordering as needed.
• Participate in corporate initiatives and projects aimed at improving the Technical Services organization.
• Maintain a high degree of professionalism and customer service orientation.
• Perform other duties as assigned.

Requirements

• Must be at least eighteen (18) years of age.
• Must be legally authorized to work in the country of employment without needing sponsorship for an employment work visa now or in the future.
• Must have a high school diploma or equivalent.
• Must have at least one (1) year of coatings experience.
• Must have at least one (1) year of “meeting expectations” or better performance appraisals (INTERNAL ONLY).
• Must have at least one (1) year of experience in Office Programs (Word, Excel, PowerPoint, Outlook, etc.).
• Must be able to travel at least 50% of the time throughout Los Angeles, CA, and other areas as required.
• Must be able to pass a vision test and respirator fit test.
• Must be able to use a laptop or tablet and a phone.
• Must have a valid driver’s license and ability to drive a company vehicle if provided.

Qualifications

• Associate or Trade Degree or higher (preferred).
• Bachelor’s Degree or higher (preferred).
• Prior Industrial Coatings experience as Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision Repair, Refinish Technician, System Operator, or Line Manager (preferred).
• Ability to read, write, comprehend, and communicate effectively in Spanish (preferred).

Benefits

• Eligible for bonus, commissions, and long-term incentive compensation awards based on performance.
• Health benefits, including medical, dental, and vision coverage.
• Flexible Spending Accounts (FSAs).
• Disability coverage.
• Retirement and savings benefits.
• Generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays.

This is a field position based in Los Angeles, CA, with travel required.