Branch Specialist Technical Support

Sherwin-Williams; Newport News (VA); On-site; USD 38,000 - 48,000; Full time

Job summary

Sherwin-Williams in Newport News, VA is seeking a Technical Support Specialist to assist wholesale customers, answer product questions, and recommend solutions. You will help with paint specifications, troubleshoot online issues, and support sales efforts while upholding store quality standards.

Daily duties include assisting with product knowledge and applications, coordinating with sales reps, and maintaining detailed service records.

Qualifications

• Minimum requirements include being at least 18 years old, possessing a valid driver's license, and legal authorization to work in the U.S.
• Must be able to lift up to 50 lbs frequently and 70 lbs occasionally.
• Excellent customer service skills and ability to work with store staff and customers.

Responsibilities

• Assist customers and wholesale clients with product information and specifications.
• Troubleshoot online technical problems and assist with product formulation questions.
• Advise customers on product line changes and improvements.
• Coordinate technical service issues between store personnel and sales reps.
• Train customers on product knowledge and application methods.
• Maintain records of customer technical service issues and follow up as needed.
• Support sales reps with sample preparation and presentations.
• Maintain store standards and ensure safe handling of materials.

Skills

Customer service

Technical support

Troubleshooting

Paint knowledge

Intermix system

Color matching

Team collaboration

Sales support

Education

High School diploma or GED

Tools

Tinting equipment

Intermix system

Color matching 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.

The individual selected for this role will be expected to work at Store #705235 located at: 11006 Warwick Blvd. Newport News VA 23601

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.