Technical Services Representative - Sioux Falls, SD

This position requires up to 75% travel and is eligible for bonus, commissions, and long-term incentive compensation awards based on performance.

About the role

As a Technical Services Representative (TSR), you will interact with customers or Sherwin-Williams facilities in the field to provide product and application support, ensuring the best technical service possible. You will answer technical or scientific questions regarding product operation, maintenance, and application, troubleshoot product or service issues, and liaise between technical, sales, and operations teams. The role involves resolving customer complaints, explaining product usage, and coordinating service needs across departments to maintain a customer-centric focus.

Responsibilities

• Ensure customer product, equipment, and service expectations are met with a focus on creating value.
• 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 reduce customer complaints.
• Support customers by addressing issues and participating in annual customer account plans.
• Interface with cross-functional teams on color quality control, production, and new color developments to reduce 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 surveys, maintaining accurate records of demonstrations and technical service issues.
• Assist sales reps by preparing samples, panels, and presentations.
• Operate material handling, color matching, tinting, mixing, and lab testing equipment safely.
• Shade product batches or adjust products using local blending facilities as needed.
• Assist customers with product setup, implementation, and inventory control/re-ordering.
• Evaluate and resolve product complaints, escalating as needed.
• Maintain expertise in equipment use, surface preparation, and product procedures.
• Execute product test runs at customer facilities and assist in color verification and field formulations.
• Troubleshoot product quality issues and on-line technical problems, implementing solutions.
• Train customers on product knowledge and conduct technical training seminars.
• Advise customers of product line changes and improvements.
• Document and refer potential sales leads to the appropriate sales representative.
• Provide technical support for product demonstrations as directed.
• Assist sales reps and account management in calling on prospective customers.
• Maintain contact with the laboratory on current technical issues.
• Coordinate technical service issues between SHW facilities, sales reps, and product service teams.
• Implement procedures to help customers avoid issues or improve their processes.
• 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 candidates only).
• Must have at least one (1) year of experience with Office Programs (Word, Excel, PowerPoint, Outlook, etc.).
• Must be able to travel up to 75% as required by the position.
• 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 a Blender, Application Engineer, R&D Lab Technician, Manufacturing Team Member, Facility or Branch Manager, Sales Representative, Collision Repair Technician, Refinish Technician, System Operator, or Line Manager (preferred).
• At least one (1) year of experience with a CRM (e.g., Salesforce) (preferred).

About Us

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings, and innovative solutions make spaces brighter and stronger. We invest in our employees through rewards, benefits, and flexibility to enhance health and well-being, career growth, and connection to an inclusive team. Our benefits include retirement plans, healthcare, total well-being programs, and more. For details, visit myswbenefits.com (select "Candidates").