Client Service Technical Support Rep

Technical Services Representative

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; This position requires up to 75% travel

This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company's applicable plans.

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.

Ensure customer product, equipment and service expectations are met

Help achieve or exceed sales goals.

Help achieve or exceed profitability goals.

Help increase gallon growth.

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. 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

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

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

Must have a high school diploma or equivalent

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 be able to travel as required by the position

Must be able to use a phone

Have a Bachelor's Degree or higher

Have prior Industrial Coatings experience as Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager

Have at least one (1) year experience with a CRM (Salesforce)

Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. 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. From retirement to health care, from total well-being to your daily commuteit matters to us. 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; 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