Lead Technical Service Representative

Laticrete International; Bethany (CT); Presencial; USD 80 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical

Dental

Vision

401(k)

Tuition reimbursement

Paid holidays

Flexible spending

Life Insurance

Resumo da oferta

Laticrete International is searching for a Lead Technical Services Representative to provide technical services to customers through various channels including phone, chat, and email. This role involves resolving customer complaints, training technical support staff, and collaborating across departments.

The ideal candidate will have at least 6 years in the construction industry and expertise in LATICRETE product lines. Benefits include medical, 401(k), and paid holidays.

Qualificações

• Minimum 6 years’ experience in the construction industry.
• Minimum 4 years’ experience in Technical Services or comparable experience.
• Expert knowledge of LATICRETE product lines and construction practices.

Responsabilidades

• Provide technical services to customers through various channels.
• Investigate and resolve customer complaints effectively.
• Support training for Technical Services Representatives.

Conhecimentos

Technical service delivery

Customer complaint resolution

Leadership skills

Salesforce proficiency

Communication skills

Formação académica

Associate’s degree or equivalent experience

Ferramentas

Salesforce

JD Edwards

Microsoft Office

Descrição da oferta de emprego

Classification: Salary

Position Summary

The Lead Technical Services Representative provides advanced technical services to both internal and external customers through phone calls, website chats, emails, and other channels. The role supports proper material selection, installation methods, and related information. It also assists in training Technical Service Representatives, coordinates workload balancing, and provides escalation guidance for customer issues. Regular interaction with management and cross‑functional teams facilitates recommendations for improvement.

Essential Duties and Responsibilities

• Customer Interactions (70%)
  • Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers via phone, chat, and email.
  • Investigate and resolve customer complaints through Salesforce, placing orders and handling requests within authorized limits.
  • Coordinate incoming requests with sales and field representatives, ensuring proper follow‑up and client engagement.
  • Participate in job site visits, update complaints in Salesforce as new information becomes available, and resolve issues quickly and amicably.
  • Assist the Technical Service Supervisor in ensuring department procedures and internal controls are followed.
  • Help analyze Technical Services activities, report trends, and identify needs.
• Internal Support (20%)
  • Support the Supervisor in training Technical Services Representatives and managing workload balances and escalations.
  • Maintain strong interface with other departments, provide management with staffing recommendations, and drive process improvements.
  • Prioritize and allocate work, delegate goals, and define project responsibilities and performance expectations.
  • Support training programs, create and update technical data sheets and advisories, and approve technical literature and marketing collateral.
  • Represent Technical Services in ISO quality system reviews and audits, serving as a subject‑matter expert.
• Special Projects, Housekeeping, and Assignments (10%)
  • Assist the Supervisor in managing relationships with outside service vendors.
  • Participate in implementation or improvement initiatives for Technical Services.
  • Help design procedures and online tools for vendor‑supplied products.
  • Collaborate with Marketing to provide specifications, CAD details, and BIM content for third‑party vendors.
  • Create and update FAQs for the website FAQ page.
  • Assist DEVOPS in developing tools for the LATICRETE website to aid customers in selecting and ordering products.

Required Skills & Qualifications

• Minimum 6 years’ experience in the construction industry.
• Minimum 4 years’ experience in Technical Services or comparable industry experience.
• Experience with Salesforce and JD Edwards preferred.
• Strong knowledge of architecture and construction methods.
• Expert knowledge of LATICRETE product lines, applications, construction practices, and materials.
• Associate’s degree or equivalent work experience.
• Demonstrated success solving complex issues and participating on cross‑functional project teams.
• Leadership skills and strong interpersonal, written, and verbal communication skills.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook).
• Fluency in a second language preferred.
• Positive, cooperative attitude toward all employees and customers.

Physical Requirements

• Lift and carry 50 lbs. repeatedly; push/pull 50 lbs. as needed.
• Stand 20% of the day or more.
• Sit 80% of the day or more.
• Twist/bend 25% of the day.
• Squat, climb, and/or crawl 10% of the day.

Travel Requirement

• Must be able to travel up to 30% of the time.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life Insurance, AD&D, and Supplemental Insurance