Technical Service Representative II

Laticrete International; Bethany (CT); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Tuition reimbursement

13 paid holidays

Flexible spending

Life Insurance

Job summary

Laticrete International in Connecticut seeks a Technical Services Representative II to provide technical support through various channels including phone calls and emails. This role involves customer interactions, support training, and participation in special projects. The ideal candidate has a strong background in construction, proficiency in Salesforce, and excellent communication skills.

The position offers a comprehensive benefits package including medical, dental, and a 401(k) plan, along with opportunities for professional development.

Qualifications

• Minimum of 3 years experience in the construction industry.
• 2 years in Technical Services or a comparable field.
• Knowledge of LATICRETE product lines and applications is a plus.

Responsibilities

• Provide technical services to customers and resolve complaints.
• Support training programs and create/update technical materials.
• Participate in special projects and improvement initiatives.

Skills

Salesforce knowledge

Interpersonal communication

Construction methods understanding

Microsoft Office proficiency

Fluency in a second language

Education

High School Diploma (Degree preferred)

Tools

JD Edwards

Job description

Position Summary

The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, and other communication channels. Responsibilities include resolving complaints, providing product support, and ensuring departmental procedures and internal controls are followed.

Essential Duties & Responsibilities

1. 
   

   Customer Interactions (80%) Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers. Resolve complaints through Salesforce, place orders or checks, coordinate technical support and training, follow up with field representatives, participate in job site visits, update Salesforce records, and assist the Technical Service Supervisor with analysis and reporting.

   
   


2. 
   

   Internal Support (10%) Support training programs, create and update technical data sheets and advisories, review and approve technical literature and marketing collateral, represent Technical Services in ISO quality system reviews and audits, and develop subject matter expertise.

   
   


3. 
   

   Special Projects, Housekeeping, and Assignments (10%) Participate in improvement initiatives, design procedures and online tools for vendor products, provide specifications and CAD/BIM content to vendors, create FAQs, support DEVOPS for e‑commerce tools, enter new accounts and projects into Salesforce, and update complaints data.

   
   

Required Skills & Qualifications

Minimum of 3 years experience in the construction industry, 2 years in Technical Services or a comparable field, knowledge of Salesforce, JD Edwards preferred, architecture and construction methods a plus, LATICRETE product lines and applications knowledge a plus. Education: High School Diploma (Degree preferred). Strong interpersonal, written, and verbal communication skills. Intermediate Microsoft Office proficiency, fluent in a second language preferred. Team cooperation and positive attitude required.

Physical Requirements

• Lifting and carrying 50 lbs. repeatedly.


• Pushing/pulling 50 lbs.


• Standing 20% of the day or more.


• Sitting 80% of the day or more.


• Twisting/bending 25% of the day.


• Squatting, climbing, and/or crawling 10% of the day.

Travel Requirement

Must be able to travel up to 20%.

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