Senior Technical Services Lead - Customer Solutions

LATICRETE International; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Tuition reimbursement

13 paid holidays

Flexible spending

Life Insurance

AD&D and Supplemental Insurance

Job summary

LATICRETE International is a global leader in tile and stone installation systems, seeking a Lead Technical Services Representative in Texas. You will deliver advanced technical support to architects, contractors, distributors and internal teams through phone, chat and email, guiding material selection and installation methods.

You will train junior staff, balance workload with the Technical Service Managers, coordinate site visits, respond to complaints, and help improve processes.

Qualifications

• Associates degree or equivalent work experience.
• Minimum 6 yrs in construction industry.
• Minimum 4 yrs in Technical Services or comparable industry experience.
• Experience with Salesforce and JD Edwards preferred.
• Strong knowledge of architecture and construction methods.

Responsibilities

• Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers via phone, chat, and email to guide material selection and installation methods.
• Investigate and settle customer complaints in Salesforce within authorized limits.
• Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
• Follow up requests from field reps and distributors to connect contractors with design teams.
• Coordinate and participate in job site visits and update complaints in Salesforce as new information is obtained.
• Assist Supervisor to train Technical Services Representatives and balance workload.
• Maintain interface with other departments and drive process improvements.
• Assist Supervisor in prioritizing and allocating work and setting team goals.

Skills

Interpersonal communications

Salesforce

JD Edwards

Construction industry experience

Leadership

Second language (preferred)

Education

Associates degree or equivalent

Tools

Salesforce

JD Edwards

Job description

LATICRETE International is a global leader in tile and stone installation systems, seeking a Lead Technical Services Representative in Texas. You will deliver advanced technical support to architects, contractors, distributors and internal teams through phone, chat and email, guiding material selection and installation methods.

You will train junior staff, balance workload with the Technical Service Managers, coordinate site visits, respond to complaints, and help improve processes.