Job Description
The Site Technical Services Representative interacts with customer or SHW 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.
CORE RESPONSIBILITIES AND TASKS:
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.
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
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
Other duties as assigned.
FORMAL EDUCATION:
Required:
High School or GED Equivalent
Preferred:
Associate or Trade Degree
Bachelor's Degree
KNOWLEDGE & EXPERIENCE:
Required:
1-2 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
PHYSICAL REQUIREMENTS:
Must be able to sit, stand, hear, and see on a constant basis.
Must be able to walk, write, and type on a frequent basis.
Must be able to lift and carry up to 60+ pounds.
Must be able to climb and descend stairs.
Must be able to bend, carry, reach, push, and pull on an occasional basis.
Must be able to communicate verbally and in writing.
May work indoors and outdoors as needed. Exposure to heat up to 120 degrees and cold to 0 degrees.
May work in areas where noise level is such that hearing protection is required.
May work in areas where toxic, flammable, and hazardous materials are present.
May be exposed to varying amounts of dust and dirt.
Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required.
Employee must be able to operate a computer and communicate via telephone.
Some travel to other locations, meetings and/or seminars is required.
Other: Must be able to work around chemicals and colorants
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
Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
VEVRAA Federal Contractor requesting priority referral of protected veterans.
