Branch Specialist Technical Support

Sherwin-Williams • Knoxville, TN

7d

About The Position

This position supports Sherwin-Williams retail stores and wholesale customers by identifying customer needs, answering questions about products, recommending solutions, and resolving concerns. The role is expected to deliver excellent customer service while helping meet store sales goals, maintaining product expertise, and supporting the quality and visual standards of the products and store.

The position provides technical assistance with product applications, specifications, batches, formulations, color matching, equipment, surface preparation, and product complaints. It also coordinates technical service issues among the branch, sales representatives, and product service room, and supports customer training and sales presentations.

The role involves contact with customers, potentially including minors, and access to payment methods, electronic equipment, personal information, merchandise, and other items of value. A criminal-history review is required as described in the posting. The position also involves facility maintenance, loss prevention, safety practices, and handling hazardous materials and waste. Applicants must be able to meet the stated lifting and carrying requirements, tolerate non-toxic paint odors, and wear a respirator when required.

Requirements

• Must be at least 18 years of age.
• Must have a valid, unrestricted driver's license.
• Must be legally authorized to work in the country of employment without current or future employment-visa sponsorship.
• Must be able, with or without reasonable accommodation, to retrieve material from shelves and floor stacks and frequently lift and carry up to 50 pounds and occasionally up to 70 pounds.
• Must be willing to work all scheduled hours, which may include evenings and weekends, with or without reasonable accommodation.
• Must be able to tolerate non-toxic paint odors and wear a respirator as required.
• Internal Sherwin-Williams applicants must have received at least a “meets expectations” (3) rating on their most recent performance appraisal.
• Internal Sherwin-Williams applicants must have completed all HR Cloud eLearning courses required for their current position.

Nice To Haves

• High school diploma or GED.
• At least one year of experience in delivery, retail, or customer service.
• Previous experience selling paint and paint-related products.
• Previous experience operating tinting and mixing equipment.
• Ability to read, write, comprehend, and communicate in more than one language.
• Ability to read, write, comprehend, and communicate in Spanish.
• Experience with Chemical Coatings products and customers.

Responsibilities

• Ensure customer quality and service expectations are met.
• Assist customers in preparing paint specifications to meet product applications.
• Troubleshoot online technical problems, including correcting product batches and formulations.
• Advise customers of product line changes and improvements.
• Maintain expertise in equipment use and surface preparation.
• Shade product batches using the intermix system.
• Assist customers with product inventory control and reordering.
• Train customers on product knowledge and application methods.
• Evaluate product complaints and determine the best way to resolve them.
• Assist sales representatives by preparing samples, panels, and other presentation materials.
• Coordinate technical service issues among the branch, sales representatives, and product service room.
• Maintain files of customer technical service issues for follow-up.
• Maintain the facility to Sherwin-Williams standards through proper maintenance, repair, and housekeeping.
• Identify facility problems and make recommendations.
• Follow designated loss-prevention, security, and safety practices; correct or report non-compliance with procedures and policies.
• Properly handle, store, label, clean up spills, and dispose of hazardous materials and waste, and complete associated paperwork.
• Troubleshoot and resolve customer problems with spray equipment.
• Document and refer potential wholesale leads to the appropriate sales representative.
• Operate material-handling, color-matching, tinting, mixing, and lab-testing equipment as required and safely.
• Assist with physical inventory.
• Assist with color blending, warehouse, and delivery responsibilities as needed.
• Perform other duties as assigned.

Benefits

• The company describes a range of benefits intended to support health and well-being, career development, and connection.
• A general description of benefits is available through the company's benefits website; specific eligibility depends on employment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed