Technical Service Representative II

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty? Classification Salary Job Description At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017! We don't just create innovative products; our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of employees, customers, partners, and the global communities in which we operate. We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then join the family and expand your horizons! Benefits Medical Dental Vision 401k Tuition reimbursement 13 paid holidays in addition to paid vacation and sick time Flexible spending Life Insurance, AD&D and Supplemental Insurance Position Summary The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, and similar channels and works to resolve complaints and issues in a timely manner. Essential Duties and Responsibilities Customer Interactions (80%) – Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, emails, etc. to provide information on proper material selection, installation methods and supporting information. Investigate and settle customer complaints through Salesforce diplomatically and professionally within authorized limits. Place complaint settlement product orders and/or check requests. Coordinate incoming requests for technical support and training with sales and field Technical Representatives. Follow up requests from field representatives and distributors to establish contact between contractors and design teams. Coordinate and participate in job site visits. Update complaints in Salesforce as new information is attained. Resolve complaints quickly and in a mutually beneficial manner. Assist Technical Service Supervisor in ensuring departmental procedures and adequate internal controls are followed. Analyze Technical Services activities and report trends and needs to the Supervisor, as necessary. Internal Support (10%) – Support Technical Services training programs, as directed. Create and update technical data sheets and technical advisories. Review and approve technical literature, packaging, data sheets, and marketing collateral. Represent Technical Services ISO quality system reviews and audits. Acquire and deepen product and industry knowledge to become a subject matter expert. Special Projects, Housekeeping, and Assignments (10%) – Participate in implementation or improvement initiatives associated with Technical Services. Help design and implement procedures and online tools for vendor-supplied products. Work with Marketing to provide specifications, CAD details and BIM content to third‑party vendors for inclusion on their websites or specification‑generating tools. Create and update FAQs for inclusion on the website FAQ page. Assist DevOps in developing tools for the LATICRETE website for STRATA_HEAT and custom shower pans and drains to aid customers in choosing and ordering products. Enter information into Salesforce for new accounts, contacts and projects generated by Technical Services. Required Skills and Qualifications Minimum of 3 years of experience in the construction industry. Minimum of 2 years of experience in Technical Services or comparable industry experience. Experience with Salesforce and JD Edwards preferred. Knowledge of architecture and construction methods a plus. Knowledge of LATICRETE product lines, applications, construction practices and materials a plus. Specialized Skills, Requirements and Experience High School Diploma; degree preferred. Strong interpersonal, written, and verbal communication skills. Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook). Fluency in a second language preferred. Team cooperation – maintain a positive cooperative attitude with all employees at LATICRETE and all customers (internal and external). Physical Requirements Physical ability to lift and carry 50 lbs. repeatedly. Push/pull 50 lbs. Stand for 20% of the day or more. Sit for 80% of the day or more. Twist/bend 25% of the day. Squat, climb and/or crawl 10% of the day. Travel Requirement Must be able to travel up to 20% of the time. #J-18808-Ljbffr LATICRETE International