Branch Specialist Technical Support

Sherwin-Williams•Knoxville, TN

About The Position

This position supports the success of Sherwin-Williams retail stores by providing technical support and customer service to wholesale customers. The specialist identifies customer needs, answers questions about products, recommends solutions, helps prepare paint specifications, and works to resolve customer concerns while meeting store sales goals. The role also involves staying current on product features and maintaining product and store quality and visual standards. The position includes customer contact, potentially with minors, and access to cash, payment methods, electronic equipment, personal information, merchandise, and other valuable items. The company states that it conducts a criminal-history review to protect its business, operations, reputation, and the safety of customers, staff, employees, vendors, contractors, and the public. The specialist performs technical service, product troubleshooting, equipment operation, inventory support, and facility upkeep. Duties may also include color blending, warehouse and delivery responsibilities, physical inventory, and other assigned work. The role requires following safety, security, loss-prevention, and hazardous-material handling procedures.

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-work-visa sponsorship.
Must be able, with or without reasonable accommodation, to retrieve material from shelves and floor stacks and lift and carry up to 50 pounds frequently and up to 70 pounds occasionally.
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.
For current Sherwin-Williams employees: must have received at least a “meets expectations” (3) rating on the most recent performance appraisal.
For current Sherwin-Williams employees: must have completed all HR Cloud eLearning courses required for the current position.

Nice To Haves

High school diploma or GED.
At least one year of experience in delivery, retail, or customer service.
Previous work experience selling paint and paint-related products.
Previous work 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 for product applications.
Troubleshoot online technical problems, including correcting product batches and formulations.
Advise customers about 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 how 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 customer technical service issue records for follow-up.
Maintain the facility to Sherwin-Williams standards through 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.
Handle, store, label, clean up spills, and dispose of hazardous materials and waste properly, and complete associated paperwork.
Troubleshoot and resolve customer problems with spray equipment.
Document potential wholesale leads and refer them to the appropriate sales representative.
Operate material-handling, color-matching, tinting, mixing, and lab-testing equipment safely as required.
Assist with physical inventory.
Assist with color blending, warehouse, and delivery responsibilities as needed.
Perform other duties as assigned.