Senior Technical Services Project Specialist

Senior Technical Services Project Specialist

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 make innovative, industry-leading 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 our employees, our customers, our 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 what are you waiting for? Join the family and expand your horizons!

Just some of our 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
• 1 week paid plant shutdown between the Christmas and New Year's Day holidays

Position Summary

The Senior Technical Services Project Specialist leads collaboration between internal and external resources focusing on optimizing our organization's Customer Experience to meet our customers' ever-changing needs. This position supports the Customer Experience (CX) groups (Technical Services, Customer Service, Digital Education and Quality Assurance) as well as the Sales and Marketing department. This role provides project support and coordination of Subject Matter Expert (SME) on a variety of projects.

Essential Duties and Responsibilities

Additional duties and responsibilities may be assigned, as necessary.

Project Coordination (40%):

• Collaboration partner between CX, marketing/sales, customers and other departments when needed, and continuously works on identifying new ideas with an outside-in perspective.
• Support our organization in creating and optimizing technology/web-based offerings and custom specification driven documents with a customer-based agenda.
• Prioritize and allocate work: Allocate manageable goals to employees to support company priorities and drive results. Clearly define to team-members project responsibilities and performance expectations for long- and short-term project plans. Set clear priorities for team and individuals, including appropriate allocation of resources (time, money, and people).
• Optimize existing processes and support future projects with CX resources.
• Identify strategic opportunities and Lead integration efforts of new project ideas.
• Assist with 3rd Party Architectural Sites Technical content, tasks, and lead distribution for North America and Canada. Working closely with Sales and Marketing.
• Project coordination and support for various corporate, departmental and Customer Experience continuous improvement initiatives. Projects to be executed in an agile method, working in iterations until complete.
• Facilitate internal analysis projects, to be used for continuous improvement. Aimed at streamlining internal operations to leaner methods and improving the bottom line.
• Support manufacturer and other externally driven outreach/partnership projects. Specification assistance, Architectural Details, External Support, etc.
• Maintain strong interface with other departments and make recommendations to management concerning staff and help drive process improvements.
• Participate in the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.
• Present at internal and external industry events, trainings, AIA's, job meetings, etc.

Team Project Management (10%):

• Build Team Culture: Consistently hold employees accountable for upholding the organization's values. Proactively supervise unhealthy conflict among employees and take steps to prevent escalation. Foster an open environment where employees feel able to provide constructive feedback and suggestions for improvement. Assist in building employee culture and maintain LATICRETE values and traditions throughout the company in conjunction with HR guidance within IDP (Individual Development Plan).
• Communicate and Motivate: Communicate regular business updates. Convey information in a clear and timely manner. Listen carefully to the views and opinions of peers and colleagues.

Customer Interactions (40%)

• Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat feature, emails, etc. to provide information on proper material selection, installation methods and supporting information.
• Work on the investigation and settlement of customer complaints as assigned through Customer Relationship Management system (CRM) diplomatically and in a professional manner within authorized limits. Place complaint settlement product orders and/or check requests.
• Handle cases and inquiries above the Technical Services Representative/Specialist levels.
• Coordinate incoming requests for technical support with sales and field Technical Representatives.
• Follow up on requests from field representatives and distributors to establish contact between contractors and design teams.
• Coordinate and participate in job site visits.
• Update complaints in CRM as new information is obtained.
• Resolve complaints quickly and in a mutually beneficial manner.
• Help Technical Service Manager ensure departmental procedures and adequate internal controls are followed through the department.
• Assist Manager with analysis of Technical Services activities and report trends and needs, as necessary.

Internal Support (10%)

• Review and preparation of technical documents, architectural details and specifications.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and Marketing collateral.
• Represent CX in management meetings and ISO quality system reviews and audits as well as ISO quality system management audits.
• Assist Manager, Technical Services Special Projects in ensuring performance goals and tasks are met with a constant eye on improvement.
• Represent CX at industry functions/trade shows (as directed)
• Handle interactions, including requests for information and issues, with supplier of vendor-provided materials (as directed).
• Write and/or review technical articles and tips for newsletters and other industry publications.
• Continue education on industry knowledge, trends, and architectural aspects of the construction industry as they relate to our products and services.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate's degree or equivalent work experience.
• Minimum of 8 yrs. experience in construction/design industry or related.
• Minimum of 8 yrs. Commercial Flooring Coordination or Commercial Construction Project Management experience.
• Experience with Salesforce/CRM solutions
• Experience with Commercial Construction Bid and Management Software (DODGE, ConstructConnect, Procore, etc.)
• Knowledge of architecture, engineering, general contracting, design as they pertain to commercial construction projects planning, bidding, submittal, execution, close out, and life cycle phases. (Commercial Flooring, Tile, and Substrate Prep projects a plus)
• Advanced knowledge of commercial construction culture, product lines, applications, practices and materials.
• Proven track record of coordinating and managing commercial flooring projects.
• Advanced knowledge of interpreting bid documents and the construction bidding processes. Specifications, RFI's, Blueprints, CAD/BIM documents, Change Orders, Submittals, AIA Billing etc.

Specialized Skills, Requirements and Experience:

• Strong Project Management skills.
• Exceptional interpersonal, written, and verbal communications skills.
• Computer skills: Knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) Outlook, CRM, ERP. (Knowledge of CAD/Auto Desk, Revit, BIM, Bluebeam a plus)
• Strong attention to detail.
• Team cooperation maintain a positive cooperative attitude with all employees at LATICRETE and all customers (internal and external).
• Demonstrate ability to resolve or assist in the resolution of complex installation and customer problems in a