Technical Service Supervisor

LATICRETE International; Pleasanton (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Tuition reimbursement

13 paid holidays in addition to paid v

Flexible spending

Life Insurance, AD&D and Supplemental

Job summary

LATICRETE International is seeking a seasoned Technical Service Supervisor to lead a team of technical service representatives in the construction materials industry. You will guide material selection, installation procedures, and client support for architects and contractors.

Required are 7+ years in construction, 3+ years in technical support, strong supervisory skills, and excellent communication. Travel ~25% and a focus on quality and compliance are expected.

Qualifications

• 7+ years in the construction industry.
• 3+ years in technical support for building materials.
• Strong supervisory and management capabilities.
• Excellent interpersonal, written, and verbal communication skills.
• Knowledge of architecture and construction methods.
• Familiarity with LATICRETE product lines and installation practices.

Responsibilities

• Supervise and schedule daily operations of technical service representatives.
• Manage attendance, scheduling, staff meetings and performance evaluations.
• Analyze technical activities and report trends and needs.
• Create/update technical data sheets and advisories.
• Provide technical service to architects, contractors and distributors.

Skills

Supervisory skills

Interpersonal skills

Written and verbal communication

Knowledge of architecture/construction

Fluency in a second language

Education

Associate's Degree or equivalent

Tools

ERP systems

CRM systems

Microsoft Office

Oracle EnterpriseOne

Job description

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? LATICRETE International aims 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 make innovative, industry‑leading 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 our employees, customers, partners, and the global communities in which we operate.

Classification

Salary

Just some of our 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

This position supports the installation and use of physical building materials. It is not an IT, software, or systems support role.

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/revised technical data sheets (TDS’s) and technical advisories/documents.
• Provide technical service to architects, contractors and distributors, advising on proper materials selection and installation procedures for specific applications.
• Review and prepare technical documents; architectural details and specifications to advise on proper material selection for specific applications.
• 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 NAP’s.
• Conduct technical service department audits at satellite facilities, as required.
• Write technical service articles and tips for the monthly newsletter and industry articles, as required.

Nonessential Job Functions

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

Job Specifications/Skills

• Minimum 7 years experience in the construction industry.
• Minimum of 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 and functional proficiency in ERP and CRM systems; Oracle EnterpriseOne and CRM OnDemand preferred.
• Team cooperation – maintain a positive, cooperative attitude with all employees of LATICRETE and all customers.

Minimum Educational Requirements

• Associate's Degree or equivalent work experience.

Travel

• 25%