Technical Service Representative II

LATICRETE International

Kentucky

On-site

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Medical

Dental

Vision

401k

Tuition reimbursement

13 paid holidays

Flexible spending

Life Insurance

Job summary

LATICRETE International is seeking a Technical Services Representative II based in Kentucky, tasked with providing technical support to customers via calls, emails, and chats. Responsibilities include managing customer interactions, resolving complaints, and supporting training initiatives within the technical services team.

Candidate must have a minimum of 3 years in construction and 2 years in Technical Services. Position offers comprehensive benefits, including medical, dental, and tuition reimbursement.

Qualifications

Minimum of 3 years of experience in the construction industry.
Minimum of 2 years of experience in Technical Services or comparable industry experience.
High School Diploma; bachelor’s degree preferred.

Responsibilities

Provide technical services to customers through various channels.
Investigate and resolve customer complaints through Salesforce.
Coordinate incoming requests for technical support.

Skills

Interpersonal communication

Construction industry knowledge

Salesforce experience

Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook)

Fluency in a second language

Education

High School Diploma; degree preferred

Tools

Salesforce

JD Edwards

Job description

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty?

Classification

Salary

Job Description

At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017! We don't just create innovative products; our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of employees, customers, partners, and the global communities in which we operate.

We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then join the family and expand your horizons!

Benefits

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

Position Summary

The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, and similar channels and works to resolve complaints and issues in a timely manner.

Essential Duties and Responsibilities

Customer Interactions (80%) – Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, emails, etc. to provide information on proper material selection, installation methods and supporting information.
Investigate and settle customer complaints through Salesforce diplomatically and professionally within authorized limits. Place complaint settlement product orders and/or check requests.
Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
Follow up requests from field representatives and distributors to establish contact between contractors and design teams.
Coordinate and participate in job site visits.
Update complaints in Salesforce as new information is attained.
Resolve complaints quickly and in a mutually beneficial manner.
Assist Technical Service Supervisor in ensuring departmental procedures and adequate internal controls are followed.
Analyze Technical Services activities and report trends and needs to the Supervisor, as necessary.
Internal Support (10%) – Support Technical Services training programs, as directed.
Create and update technical data sheets and technical advisories.
Review and approve technical literature, packaging, data sheets, and marketing collateral.
Represent Technical Services ISO quality system reviews and audits.
Acquire and deepen product and industry knowledge to become a subject matter expert.
Special Projects, Housekeeping, and Assignments (10%) – Participate in implementation or improvement initiatives associated with Technical Services.
Help design and implement procedures and online tools for vendor-supplied products.
Work with Marketing to provide specifications, CAD details and BIM content to third‑party vendors for inclusion on their websites or specification‑generating tools.
Create and update FAQs for inclusion on the website FAQ page.
Assist DevOps in developing tools for the LATICRETE website for STRATA_HEAT and custom shower pans and drains to aid customers in choosing and ordering products.
Enter information into Salesforce for new accounts, contacts and projects generated by Technical Services.

Required Skills and Qualifications

Minimum of 3 years of experience in the construction industry.
Minimum of 2 years of experience in Technical Services or comparable industry experience.
Experience with Salesforce and JD Edwards preferred.
Knowledge of architecture and construction methods a plus.
Knowledge of LATICRETE product lines, applications, construction practices and materials a plus.

Specialized Skills, Requirements and Experience

High School Diploma; degree preferred.
Strong interpersonal, written, and verbal communication skills.
Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook).
Fluency in a second language preferred.
Team cooperation – maintain a positive cooperative attitude with all employees at LATICRETE and all customers (internal and external).

Physical Requirements