Technical Services Representative

• 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.

• Help achieve or exceed profitability goals.

• Help increase gallon growth.

• 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

• 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.

• Recommend optimal product or service to customer to drive value selling of product and services

• Perform customer line audits and line surveys

• Maintain and upload accurate records of all demonstrations and line surveys

• Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & SFDC logged entries.

• Assist sales reps by preparing samples, panels, etc. for presentations.

• Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.

• Shade product batches or leverage local blending facilities to adjust product as needed.

• Assist customers with set-up and implementation of products.

• Evaluate product complaints and decide the best way to resolve the problem, including escalating to others/other teams as needed.

• Familiarize self with all products & procedures, including product preparation & application

• Maintain expertise in equipment use and surface preparation.

• Execute product test runs at designated customer facilities.

• Assist in color verification and field color formulations

• Troubleshoot product quality issues that may occur and implement solutions

• Troubleshoot on-line technical problems such as correcting batches and formulation of products.

• Train customers on product knowledge.

• Conduct technical training seminars at customers' facilities.

• Advise customers of product line changes and improvements.

• Document and refer potential sales leads to appropriate sales rep.

• 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.

• Implements procedures that will help the customer in avoiding issues or allow them to improve their process

• If needed, assist customers with product inventory control/re-ordering.

• Participate in Corporate initiatives and projects aimed at improving the Technical Services organization as needed

• Maintains a high degree of professionalism and customer service orientation when interacting with customers

FORMAL EDUCATION:

Required:

• High School or GED Equivalent

Preferred:

• Associate or Trade Degree

• Bachelor's Degree

KNOWLEDGE & EXPERIENCE:

Required:

• 1+ years of related experience

• 1+ years of "meeting expectations" or better performance appraisals

Preferred:

• Prior experience in one or more of the following areas: Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager

TECHNICAL/SKILL REQUIREMENTS:

Required:

• 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.

• Must be able to use a phone

• Must have valid drivers license and ability to drive company vehicle as part of duties if provided with one

• Must have demonstrated knowledge of and proficiency in Salesforce

TRAVEL REQUIREMENTS:

• 50% or more