Lead Technical Service Representative

This is a fully remote position, open to applicants in Alabama, +37 more states.

📋 Description

• Deliver advanced technical support to architects, contractors, distributors, specifiers, engineers, homeowners, and internal stakeholders via phone, website chat, email, and other communication platforms.

• Offer guidance on appropriate material selection, installation techniques, and supplementary information regarding physical building materials.

• Investigate and resolve customer complaints using Salesforce within authorized parameters.

• Process orders for products related to complaint settlements and/or manage check requests.

• Address cases and inquiries that surpass the scope of Technical Services Representative I and II.

• Manage incoming requests for technical support and training alongside sales and field Technical Representatives.

• Follow up with field representatives and distributors to facilitate connections between contractors and design teams.

• Organize and participate in job site visits.

• Update and address complaints in Salesforce.

• Assist in ensuring adherence to departmental procedures and internal controls.

• Analyze activities within Technical Services and report on trends and requirements.

• Provide training to Technical Services Representatives and help balance team workload and customer escalations.

• Make suggestions to management aimed at driving process enhancements.

• Prioritize and assign work, delegate objectives, clarify responsibilities and performance expectations, as well as establish team priorities.

• Support the training programs of Technical Services.

• Generate and refresh technical data sheets, technical advisories, FAQs, online tools, and content for the website.

• Review and endorse technical literature, packaging, data sheets, and marketing materials.

• Represent Technical Services in ISO quality system evaluations and audits.

• Act as a subject matter expert for Technical Services Representatives I and II.

• Oversee relationships with external service vendors.

• Engage in initiatives for the implementation and improvement of Technical Services.

• Collaborate with Marketing to supply specifications, CAD details, and BIM content to third-party vendors.

• Assist DevOps in developing LATICRETE website tools for STRATA_HEAT and custom shower pans and drains.

⛳️ Requirements

• A minimum of 6 years of experience in the construction industry.

• At least 4 years of experience in Technical Services or a related field.

• Preferred experience with Salesforce and JD Edwards.

• Strong understanding of architecture and construction methodologies.

• In-depth knowledge of LATICRETE product lines, applications, construction practices, and materials.

• An associate's degree or equivalent work experience.

• Proven ability to resolve complex issues successfully.

• Demonstrated success in participating on cross-functional project teams.

• Leadership capabilities.

• Excellent interpersonal, written, and verbal communication skills.

• Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) and Outlook.

• Proficiency in a second language is preferred.

• Physical ability to lift and carry up to 50 lbs. (22.7 kg) repeatedly.

• Capability to push/pull 50 lbs.

• Ability to stand for 20% of the workday or longer.

• Capacity to sit for 80% of the workday or longer.

• Ability to twist/bend for 25% of the workday.

• Experience with squatting, climbing, and/or crawling for 10% of the workday.

• Willingness to travel up to 30%.

🏝️ Benefits

• Medical.

• Dental.

• Vision.

• 401k.

• Tuition reimbursement.

• 13 paid holidays, in addition to paid vacation and sick leave.

• Flexible spending options.

• Life Insurance, AD&D, and Supplemental Insurance.