Technical Service Supervisor

LATICRETE International; Oak Ridge (NC); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Tuition reimbursement

Paid holidays and vacation

Flexible spending

Life Insurance

Job summary

LATICRETE International is looking for a Technical Support Manager in Oak Ridge, North Carolina. This role involves supervising and scheduling technical service representatives daily, along with managing their performance and technical support activities.

The ideal candidate will have at least seven years of experience in the construction industry, three years in technical support, and strong interpersonal skills. The position may require up to 25% travel.

Qualifications

• Minimum 7 years experience in construction industry.
• Minimum 3 years in technical support of a building material or product.
• Physical strength to lift and carry up to 50 pounds frequently.

Responsibilities

• Supervise and schedule daily operations of technical service representatives.
• Manage technical service representatives' performance evaluations.
• Provide technical service to architects, contractors and distributors.

Skills

Supervisory and management skills

Excellent interpersonal, written and verbal communication skills

Knowledge of architecture and construction methods

Detailed knowledge of LATICRETE product line

Fluency in a second language

Intermediate knowledge of Microsoft Office

Education

Associate’s Degree or equivalent work experience

Tools

ERP systems

CRM systems

Oracle EnterpriseOne

Job description

Job Description

We are seeking a Technical Support Manager to supervise and schedule daily operations of technical service representatives in the construction products industry.

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

Overview

This position requires an individual with experience in supervision of a technical support environment in the construction products industry.

Essential Job Functions & Responsibilities

• Supervise and schedule daily operations of technical service representatives.
• Manage technical service representatives (attendance, scheduling, staff meetings, performance evaluations).
• Analyze technical activities, report trends and needs.
• Create new or revised technical data sheets (TDS) and technical advisories/documents.
• Provide technical service to architects, contractors and distributors, advising on proper material selection and installation procedures.
• Review and prepare technical documents; architectural details and specifications to advise on proper material selection.
• Supervise the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.
• Coordinate incoming requests for technical service and training with sales and field technical representatives.
• Follow up requests from field representatives and distributors for telephone contact with contractors and architects.
• Coordinate and participate in job site assistance.
• Represent technical department in management meetings and ISO quality system/management reviews.
• Review/approve technical literature and data sheets.
• Coordinate technical service NAPs.
• Conduct technical service department audits at satellite facilities, as required.
• Write technical service articles and tips in monthly newsletter and industry articles as required.

Nonessential Job Functions

• Perform other directly related duties and assume accountabilities as apparent or delegated, including mutually agreed upon objectives.

Job Specifications/Skills

• Minimum 7 years experience in construction industry.
• Minimum 3 years in technical support of a building material or product.
• Supervisory and management skills.
• Excellent interpersonal, written and verbal communication skills.
• Knowledge of architecture and construction methods.
• Detailed knowledge of LATICRETE product line, applications, construction practice and materials.
• Fluency in a second language preferred.
• Physical strength to lift and carry up to 50 pounds frequently.
• Computer skills: Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint) and Outlook; intermediate knowledge of ERP and CRM systems; Oracle EnterpriseOne and CRM OnDemand preferred.
• Team cooperation – maintain positive, cooperative attitude with all employees of LATICRETE and all customers.

Minimum Educational Requirements

• Associate’s Degree or equivalent work experience.

Travel

• 25%