Technical Services Representative

Job Description The Technical Services Representative - Field (TSR-Field) interacts with the customer or SHW facility by traveling in the field to sites in person in order to provide product and application support and information. This person 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 problems, and provide technical assistance and solutions; liaises between technical, sales, and operations (plants and facilities). The TSR-Field trouble shoots and/or relays 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; resolves complaints about product and application, explains how to use product or service correctly. Additional Information This position will have a 50%+ travel Job duties involve contact with customers, which may include minors; and access to cash and other payment methods, electronic equipment, personal information, store merchandise and 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 customers, staff, employees, vendors, contractors, and the general public. This position is also eligible for bonus 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 who work within the state of Washington will accrue paid sick leave at an accrual rate of 1 hour per every 40 hours worked Employees who work within the city of Seattle, Washington 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 Responsibilities Core Responsibilities and Tasks Ensure products being used by customers meet expectations Ensure customer quality and service expectations are met. Eliminate or reduce customer complaints. Help achieve or exceed sales goals. Help achieve or exceed profitability goals. Help increase gallon growth. Communicate competitive information, new products and selling issues to Division Sales Management. Communicate extended product knowledge in division Industrial segments. Attend coatings seminars that are pertinent to Industrial Coatings sales/marketing. Manage product test runs at designated customer facilities. Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed. Maintain contact with laboratory on current technical issues. Assist with equipment installations and various line or equipment modifications/adjustments. Conduct technical training seminars at customers’ facilities. Evaluate product complaints and decide best way to resolve problem. Assist customers in preparing coatings specifications to meet product applications. Troubleshoot on-line technical problems such as correcting batches and formulation of products. Advise customers of product line changes and improvements. Maintain expertise in equipment use and surface preparation. Shade product batches using intermix system/phoenix system. Assist customers with product inventory control/re-ordering. Train customers on product knowledge and application methods. Evaluate product complaints and decide the best way to resolve the problem. Assist sales reps by preparing samples, panels, etc. for presentations. Coordinate technical service issues between SHW facilities and plants, sales reps and product service room. Maintain customer technical service issues on file for follow-up. Troubleshoot and resolve customer problems with application equipment. Document and refer potential sales leads to appropriate sales rep. Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner. Other duties as assigned. Performance Coatings Group - Coil Division Specific Responsibilities and Tasks Work with customers to optimize application, appearance, color, and other physical properties of Coil and/or Extrusion products on line. Answer technical questions related to Coil and/or Extrusion applied products including but not limited to PVDF, Polyesters, Acrylics, and PVC. Participate in on site color audits of standards and equipment in support of Color Science group, when necessary. Support field building inspections and warranty claim investigations, when necessary. While primary day to day activities will involve working with coater locations, support customer end users and OEMs, when called upon. Prepare and publish supporting documents (reports, investigations, presentations), when necessary. Qualifications 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 GED equivalent Must have a valid, unrestricted Driver’s License Must have at least five (5) years of Technical Service Representative experience (field or lab) Must have the ability to pass a color blindness test Must be willing to travel as required Preferred Qualifications Have an Associates or Trade Degree in Engineering or Field Technician Have a Bachelor's degree in Science, Engineering or Metallurgical fields Have experience in one or more of the following areas: Plant Support Lab, Quality Control Lab, R&D Lab, Applications Engineering, Raw Material Technical Service, metal substrate Pre-Treatment or Coatings Application About Us At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in: Life … with rewards, benefits and the flexibility to enhance your health and well-being Career … with opportunities to learn, develop new skills and grow your contribution Connection … with an inclusive team and commitment to our own and broader communities It's all here for you... let's Create Your Possible At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at . Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee. Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable. Sherwin-Williams is proud to be an Equal Employment Opportunity employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract. As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans. Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process. #J-18808-Ljbffr Sherwin-Williams