Technical Services Representative

Technical Services Representative

The Technical Services Representative serves as the primary technical and service contact for customers within an assigned territory. This role focuses on building trusted relationships to deliver exceptional technical support and service. In addition to ensuring customer satisfaction, the representative is responsible for maintaining existing sales revenue and identifying opportunities to grow business through ACM products that enhance the performance and production of customer materials.

Key Responsibilities

Routine Activities:

• Maintain and service assigned customer accounts.
• Serve as a strong technical resource for both potential and existing customers, as well as company-selected industry associations.
• Build and maintain strong, professional relationships with existing customers and allied vendors serving the same customer base.
• Identify and pursue opportunities to increase sales revenue within assigned customer accounts and geographic territories.
• Install, maintain, and repair ACM dispensing systems at customer locations as needed.
• Conduct classroom-style training for customers on topics related to concrete technology.
• Report on market trends and competitor intelligence to the company.
• Assist other company representatives in the field as needed.
• Represent ACM in selected local and/or national trade associations.
• Support research & development initiatives and participate in tradeshows as assigned.
• Perform other duties as assigned by the Technical Services Manager.

Reporting:

• Submit weekly site visit tracking reports.
• Maintain detailed CRM notes on customer interactions and service activities.

Compliance:

• Adhere to all personnel safety protocols while visiting customer plants and ACM production facilities.
• Follow electrical safety standards while servicing ACM equipment.
• Maintain a non-smoking, non-vaping status where permitted by law.

Regular Interactions With:

• Dispensing Systems Staff
• Sales Development
• Technical Services Coordinator
• Other Technical Services Representatives
• Inline Treatment Staff
• Technical Services Manager
• VP of Technical Service & Support
• VP of Sales & Marketing
• Director of Research and Laboratories

Education and Experience:

• Associate degree or higher (Bachelor's in a technical field preferred), and/or at least five (5) years of experience in the concrete products market.

Skills and Qualifications:

• Demonstrated experience or aptitude in technical service and account management.
• Strong technical knowledge of concrete or concrete products.
• Electrical and mechanical aptitude required.
• Excellent written and verbal communication skills, including the ability to manage conflict and interact with challenging customers.
• Strong organizational and time management skills.
• Ability to work independently and travel extensively.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Monday.com or similar CRM tools a plus.
• Fluency in English required; fluency in Spanish strongly preferred.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Ability to lift up to 50 pounds unassisted.

Travel Requirements:

• Extensive weekly travel required (up to 70%) by car and plane.