Branch Specialist Technical Support

The Sherwin-Williams Company; Knoxville (TN); On-site; USD 21,000 - 30,000; Full time

Job summary

The Sherwin-Williams Company is seeking a Technical Service Specialist to support stores and wholesale customers. You will assist with paint specifications, troubleshoot online technical problems, and train customers on product knowledge and application methods to help meet sales goals.

Responsibilities include resolving customer concerns, maintaining product quality standards, coordinating with branch and sales teams, and ensuring safe handling of materials while upholding company standards.

Qualifications

• 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 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, evenings and weekends
• Employee must be able to tolerate paint odors and wear a respirator as required
• If internal to Sherwin-Williams, must have at least a “meets expectations” rating
• If internal to Sherwin-Williams, must have completed HR Cloud eLearning courses

Responsibilities

• 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 Sherwin-Williams standards through proper maintenance, repair and housekeeping.
• Identify facility problems and make recommendations.
• Follow designated loss prevention, security and safety practices according to policy
• Must be familiar with proper handling of hazardous material/waste.
• 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
• Assist with physical inventory.
• Assist with color blending, warehouse and delivery responsibilities as needed.
• Other duties as assigned.

Skills

Customer service

Technical knowledge

Multilingual

Spanish language

Education

High School diploma or GED

Tools

Tinting equipment

Color mixing equipment

Spray 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.

• 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.