Technical Services Site Representative, Industrial Wood - Dudley, MO

The Sherwin-Williams Company; Cleveland (OH); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Bonus program

Commissions

Long-term incentive plans

Job summary

The Sherwin-Williams Company is seeking a Site Technical Services Representative to interact directly with customers onsite, providing product and application support and solving technical issues. You will liaise between technical, sales, and operations to ensure high-quality service and customer satisfaction.

Responsibilities include coordinating service needs with other departments, training customers on color matching equipment, and assisting in color development to drive value.

Qualifications

• Must be 18+ and legally eligible to work in the United States.
• Must have at least 1 year coatings experience.
• Must have at least 1 year Salesforce or other CRM experience.
• Must have a valid, unrestricted driver’s license.
• Must be able to travel up to 10% of the time.
• Must be able to pass a respirator fit test.
• Must have a high school diploma or GED.
• Must be able to tint paint and distinguish chromatic colors.

Responsibilities

• Provide product and application support onsite with customers and Sherwin-Williams facilities.
• Answer technical questions and troubleshoot product quality or application issues.
• Coordinate service needs with multiple departments to ensure customer satisfaction.
• Train customers on color matching equipment and color development.
• Support cross-functional teams (Sales, R&D, Operations) to reduce customer complaints.

Skills

Coatings experience

Salesforce / CRM

Color matching / tinting

Technical customer support

Education

Bachelor's degree or higher

Associate degree or higher

High school diploma/GED

Tools

Salesforce

Office suite (Word, Excel, PowerPoint)

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 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 will report directly to the designated site and will be expected to travel up to 10% 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.
• 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 by 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