The Technical Services Representative (TSR) interacts with customer or Sherwin-Williams (SHW) facility traveling in the field to sites 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 Details:
- This position requires up to 50% travel.
- 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.
- This position is 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.
- Full-time regular employees not covered by a collective bargaining agreement are eligible for:
- 0-10 paid holidays throughout the calendar year, including 1 floating holiday
- In the year of hire, 3-13 paid vacation days, prorated based on hire date, including a minimum of 3 frontloaded paid “flex” days which can be used for unplanned absences, such as sick days.
- Non-exempt employees will accrue paid sick leave at an accrual rate of 1 hour per every 40 hours worked
- Employees will accrue paid sick leave at a rate of 1 hour per every 30 hours worked
- 4 workweeks (on a 12-month rolling calendar period) of paid Military leave for employees who are absent from work due to service in the uniformed services
- 5 days of paid Bereavement Leave following the death of an immediate family member and 3 days of paid Bereavement Leave following the death of any other family member
- After one year of employment, two weeks of Paid Parental Leave following the birth, adoption, or placement of a foster child
- 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
- Other duties as assigned.
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 have a high school diploma or equivalent
- Must have at least one (1) year coatings experience
- Must have at least one (1) year of “meeting expectations” or better performance appraisals (INTERNAL ONLY)
- Must have at least one (1) year experience in Office Programs (Word, Excel, PowerPoint, Outlook, etc.)
- Must have at least one (1) year experience in Salesforce
- Must be able to travel as required by the position
- Must be able to pass a vision test
- Must be able to pass a respirator fit test
- Must be able to use a laptop or tablet
- Must be able to use a phone
- Must have valid driver’s license and ability to drive company vehicle as part of duties if provided with one
Preferred Qualifications:
- Have an Associate’s or Trade Degree or higher
- Have 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