Branch Specialist Technical Support

The Sherwin-Williams Company; Erie (Erie County); On-site; USD 22,000 - 30,000; Full time

Job summary

The Sherwin-Williams Company is seeking a Technical Support Specialist to serve wholesale customers and help maintain high satisfaction at Store #701173 in Erie, PA. You will resolve technical questions, support paint specification needs, and coordinate with sales and product service teams.

Role emphasizes customer service, product knowledge, and hands-on use of tinting/mixing equipment, with adherence to safety and store standards.

Qualifications

• Must be at least eighteen (18) years old.
• Have a valid, unrestricted Driver's License.
• Must be legally authorized to work in the United States without sponsorship.
• Must lift up to 50 lbs regularly and up to 70 lbs occasionally.
• Must be able to work evenings and weekends.
• Hazardous material handling and safety procedures awareness.

Responsibilities

• Ensure customer quality and service expectations are met.
• Assist customers in preparing paint specifications for product applications.
• Troubleshoot online technical problems and formulation issues.
• Advise customers of product line changes and improvements.
• Maintain expertise in equipment use and surface preparation.
• Shade product batches using intermix system.
• Assist customers with product inventory control and re-ordering.
• Train customers on product knowledge and application methods.
• Coordinate technical service issues between branch, sales reps and product service room.
• Maintain facility to Sherwin-Williams standards.

Skills

Multilingual

Customer service

Spanish language

Education

High School diploma or GED

Tools

Tinting equipment

Mixing equipment

Job description

This position is essential to the success of our retail stores. Technical Support Specialists work closely with wholesale customers to determine their needs, answer their questions about Sherwin-Williams products, and recommend the right solutions. Technical Service Specialists are also expected to promptly resolve any customer concerns and ensure maximum client satisfaction as well as stay up-to-date with product features and maintain the high quality and visual standards of the products and store. Technical Support Specialists are tasked with achieving excellent customer service, while consistently meeting the store's sales goals.

Job duties involve contact with customers, which may include minors; and access to cash and other payment methods, electronic equipment, personal information, store merchandise and other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's customers, staff, employees, vendors, contractors, and the general public.

The individual selected for this role will be expected to work at Store #701173 located at: 1815 Peach St, Erie, PA 16501

• Ensure customer quality and service expectations are met.
• Assist customers in preparing paint 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.
• Assist customers with 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.
• Coordinate technical service issues between branch, sales reps and product service room.
• Maintain customer technical service issues on file for follow-up.
• Maintain facility to S-W standards through proper maintenance, repair and housekeeping.
• Identify facility problems and make recommendations.
• Follow designated loss prevention, security and safety practices according to policy and correct or report non-compliance of appropriate procedures/policies.
• Must be familiar with the proper, handling, storing, labeling, cleaning up spills, disposing of and filing all paperwork associated with hazardous material/waste.

Additional Duties

• Troubleshoot and resolve customer problems with spray equipment.
• Document and refer potential wholesale leads to appropriate sales rep.
• Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.
• Assist with physical inventory.
• Assist with color blending, warehouse and delivery responsibilities as needed.
• Other duties as assigned.

• Minimum Requirements:
• Must be at least eighteen (18) years of age
• Have a valid, unrestricted Driver's License
• 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 be able, with or without reasonable accommodation, to retrieve material from shelves and floor stacks and lift and carry up to 50 lbs. frequently and up to 70 lbs. on occasion.
• Must be willing to work all scheduled hours, which may include evenings and weekends, with or without reasonable accommodation
• Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required.
• If internal to Sherwin-Williams, you must have received at least a "meets expectations" (3) rating on your most recent performance appraisal
• If internal to Sherwin-Williams, you must have completed all HR Cloud eLearning courses required for your current position
• Preferred Qualifications:
• Have at least a High School diploma or GED
• Have at least one (1) year experience working in a delivery, retail, or customer service position
• Have previous work experience selling paint and paint related products
• Have previous work experience operating tinting and mixing equipment
• Ability to read, write, comprehend, and communicate in more than one language
• Ability to read, write, comprehend, and communicate in Spanish
• Prefer experience with Chemical Coatings products and customers.