Technical Service Trainee

Sherwin-Williams; El Paso (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Sherwin-Williams in the United States is seeking a Technical Service professional to provide support to customers and sales teams, troubleshoot product usage, and train users on basic applications.

The role focuses on delivering practical product guidance, resolving common questions, and collaborating with cross-functional teams to improve quality and efficiency while expanding customer relationships in the territory.

Qualifications

• Must have a High School diploma or GED equivalent.
• Must be bilingual in Spanish.
• Basic math skills and computer knowledge for inputting and data analysis.

Responsibilities

• Attend customer and prospects calls to deliver customer service and technical support to customers in territory, region, etc.
• Work with internal groups/departments to ensure product quality, service, and delivery meet or exceed customer expectations
• Support resolution of customer complaints in accordance with company policies and procedures
• Respond to basic questions and concerns from the customer regarding product line(s) and general operations; generally involves task orientated situations, limited problem solving, and direct supervision.
• Support product trials to ensure customer's knowledge and understanding
• Work to become a Subject Matter Expert (SME) to ensure customer understands products, applications, and solutions via product demonstrations, presentations, etc.

Skills

Bilingual Spanish

Basic math knowledge

Computer literacy

Education

High School diploma or GED

Job description

Job Description

This individual will provide technical services to external customers and sales representatives, including troubleshooting, offering fundamental technical direction and assistance to customers on product(s) use, training, and support. Responsibilities may include responding to common questions and concerns, applying basic application technologies, and providing general assistance to customers on improving operational quality and efficiency.

This individual will provide technical services to external customers and sales representatives, including troubleshooting, offering fundamental technical direction and assistance to customers on product(s) use, training, and support. Responsibilities may include responding to common questions and concerns, applying basic application technologies, and providing general assistance to customers on improving operational quality and efficiency.

The program will include the following experiences:

• Build acumen around the SW business, segments, customers, and go-to-market strategy
• Gain a thorough understanding of Sherwin-Williams technical service and sales processes
• Build technical service skills and aptitude
• Develop plans and diagnostic methods to effectively understand and address customer needs
• Execute product application and troubleshoot product issues
• Support the sales organization achieve financial goals and gain an understanding of P&L management
• Build cross-functional partnerships with and understand the interaction of Sales, Marketing, Operations, & R&D to execute the business strategy
• Gain a basic understanding of the assigned division’s product offerings and technical applications

Responsibilities

Customer Service and Support

• Attend customer and prospects calls to deliver customer service and technical support to customers in territory, region, etc.
• Work with internal groups/departments to ensure product quality, service, and delivery meet or exceed customer expectations
• Support resolution of customer complaints in accordance with company policies and procedures
• Respond to basic questions and concerns from the customer regarding product line(s) and general operations; generally involves task orientated situations, limited problem solving, and direct supervision.
• Support product trials to ensure customer's knowledge and understanding
• Work to become a Subject Matter Expert (SME) to ensure customer understands products, applications, and solutions via product demonstrations, presentations, etc.
• Works to become a basic operational advisor to customers by applying routine quality tools and analytical concepts to assist with improving product quality and efficiency; receives direction or guidance on most issues
• Build and maintain relationships with customers to gain trust and create positive view of the organization
• Evaluate and redirect concerns or issues to appropriate source if unable to assist customer

Maintain and Utilize Product Knowledge & Technical Expertise

• Obtain up-to-date knowledge on current and new products, including application
• Implement and share best practices regarding new products and customer training with team members, partnering closely with the R&D function
• Evaluate and recommend improvements to current products, systems, and processes
• Provides technical direction and assistance to customers on the use of the product line(s); typically includes single locations and technologies, and basic application methods

Provide Sales Support

• Support and communicate with internal Sales teams on current and new customer needs, issues, and products
• Serves as a liaison with sales by interacting with line personnel, developing a greater understanding of needs and operations, and providing observations and leads to sales; receives direction from other personnel.
• Assists with performing account management activities by facilitating new or recurring orders, developing relationships with customer contacts, and facilitating communications with sales personnel.
• Assist in collecting market information on customers and competitors, and estimating customer potential and the facility/branch’s market share
• Partner with marketing and sales to identify competitor strengths and weaknesses and S-W's competitive advantages

Manage Time Effectively

• Schedule meetings, calls, visits, etc. with external customers
• Develop and document strategies to troubleshoot customer issues

Qualifications

Minimum Requirements:

• Must have a High School diploma or GED equivalent
• Must have k nowledge of basic math skills, computer knowledge for inputting and data analysis
• Must be bilingual in Spanish

Preferred Requirements:

• Have a trade school degree of various kinds including paint application; military mechanical repair and/or refurbishment education; associates of bachelor's degree in science curriculums
• Have a familiarity with metal substrates and industrial paint/coatings application
• Have diagnostic troubleshooting experience and mechanical inclinations
• Have previous experience servicing industrial B2B customers

Candidate must be willing to relocate for assignments and career advancement either as part of the rotation program or for the final third rotation when assigned a territory.

Candidate must be eligible to work in the US on a full-time basis without restrictions or need for visa sponsorship.

About Us

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being

Career … with opportunities to learn, develop new skills and grow your contribution

Connection … with an inclusive team and commitment to our own and broader communities

It's all here for you... let's Create Your Possible

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/ . Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.

Sherwin-Williams is proud to be an Equal Employment Opportunity employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.

Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.