Technical Services Representative

Technical Services Representative

The Technical Services Representative interacts with customers or 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 problems, and provides technical assistance and solutions. Liaises between technical, sales, and operations (plants and facilities). The TSR troubleshoots 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. Resolves complaints about product and application, explains how to use product or service correctly. Is familiar with technical processes, business processes, and current trends in the industry. Core responsibilities and tasks include :

• Ensuring customer product, equipment, and service expectations are met
• Helping achieve or exceed sales goals
• Helping achieve or exceed profitability goals
• Helping increase gallon growth
• Working with Tech Services team & other functions (e.g., Sales, R&D, etc.) to proactively eliminate or reduce customer complaints
• Being 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. for presentations
• 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
• Troubleshoot on-line technical problems such as correcting batches and formulation of products
• 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
• Maintain contact with laboratory on current technical issues
• 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