Technical Services Site Representative, Industrial Wood - Aurora, CO

The Sherwin-Williams Company; Cleveland (OH); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health benefits

FSAs

Disability coverage

Retirement plan

Paid time off

Holidays

Job summary

The Sherwin-Williams Company is seeking a Site Technical Services Representative to provide on-site product and application support, answering technical questions and resolving issues at customer locations. You will liaise between technical, sales, and operations to ensure customer-centric service.

The role requires coaching customers on product use, color matching equipment, and coordinating service across departments to improve outcomes and reduce complaints.

Qualifications

• Experience in coatings or related field is required.
• Strong customer service and problem-solving skills expected.
• Familiar with use of CRM systems, especially Salesforce.
• Ability to communicate technical information clearly to customers.
• Willingness to travel ~20% of the time.

Responsibilities

• Provide on-site product and application support and technical assistance.
• Answer technical questions and resolve product/service issues for customers.
• Coordinate service needs with Sales, R&D, and Operations.
• Train customers on color matching equipment and product use.
• Maintain records of technical service issues and follow up as needed.
• Collaborate with cross-functional teams to reduce customer complaints.
• Support sales representatives in calling on target accounts.
• Ensure customer expectations are met for product quality and service.

Skills

Coatings knowledge

Customer service

Problem solving

Communication

Travel flexibility

Education

Associate/Trade Degree or higher

Bachelor’s Degree or higher

Tools

Salesforce

Job description

The Site Technical Services Representative interacts with customer or Sherwin-Williams facility onsite in-person to provide product and application support, information; ensures the best technical service possible. Answers customers' technical or scientific questions regarding product or service and operation or maintenance including application and equipment. Converses with customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises between technical, sales, and operations (plants and facilities). The TSR trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. Coordinates customers' service needs with other departments as required to ensure customer centric focus. Resolve complaints about product and application, explains how to use product or service correctly. Is familiar with technical processes, business processes and current trends in the industry.

Additional Information:

• This position is a field position and will be expected to travel at least 20% of the time.
• This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company's applicable plans.
• This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays.
• Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.
  

• Ensure customer product, equipment and service expectations are met
• Carries out all core tasks with a focus on creating value proposition when able/applicable
• Help achieve or exceed sales goals and increase gallon growth.
• Position interfaces with cross functions related to incoming color QC, oversee color quality in production and new color developments which leads to elimination or reduction in customer complaints.
• Position is responsible for training customers on use of color matching equipment and development of colors.
• Work with Tech Services team & other functions (e.g., Sales, R&D, etc.) to proactively eliminate or reduce customer complaints.
• Be available to interact with and support customers, such as taking customer calls when there is an issue or participating in annual customer account plans
• Recommend optimal product or service to customer to drive value selling of product and services
• Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & SFDC logged entries.
• Maintain expertise in equipment use and surface preparation.
• Execute product test runs at designated customer facilities.
• Troubleshoot product quality issues that may occur and implement solutions
• Troubleshoot on-line technical problems such as correcting batches and formulation of products.
• Provide technical support for product demos as directed.
• Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts
• Maintain contact with laboratory on current technical issues.
• Coordinate technical service issues between SHW facilities and plants, sales reps and product service room.

Minimum Requirements:

• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must be able to travel as required for the position
• Must have a valid, unrestricted drivers license
• Must have a high school diploma or GED
• Must have at least one (1) year coatings experience
• Must have at least one (1) years of "meeting expectations" or better performance appraisals (INTERNAL ONLY)
• Must have at least one (1) year experience Salesforce or other CRM
• Must be able to tint paint, therefore, must be able to distinguish one or more chromatic colors
• Must be able to pass a respirator fit test
• Must be able to use a laptop (or tablet) and demonstrate proficiency in common applications such as Office Programs (Word, Excel, PowerPoint), Outlook, etc.

Preferred Qualifications:

• Have an Associate or Trade Degree or higher
• Have a Bachelor's Degree or higher
• Have prior Industrial Coatings experience as Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager