Dedicated Technical Service Rep - Marine

Sherwin-Williams•Jacksonville, FL

16h•Onsite

About The Position

The Technical Services Representative - Specialist (TSR-Specialist) interacts with customers or SHW facilities, traveling in the field to sites in person, to provide highly specialized product and application support and information, ensuring the best technical service possible. As a specialist, they answer customers' technical or scientific questions regarding specific products or services, including operation, maintenance, application, and equipment. They converse with customers to gather information, identify problems, and provide technical assistance and solutions. The TSR-Specialist assists customers with transitions to new products and/or applications as a subject matter expert and liaises between technical, sales, and operations (plants and facilities). They troubleshoot and/or refer complaints of product or service issues to the appropriate functions for investigation and resolution, and coordinate customers' service needs with other departments to ensure a customer-centric focus. They resolve complaints about products and applications and explain how to use products or services correctly. As a TSR-Specialist, a minimum of 5 years of successful technical service experience is required, demonstrating a command of knowledge in a specific technology, product, application, and service. They will often assist with training customers and SHW technical service representatives on the specialized product, application, and/or service. This position is a field position and will be expected to travel at least 50% of the time throughout North America. Job duties include contact with other employees and access to confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company has determined that a review of criminal history is necessary to protect the business and its operations and reputation, and to protect the safety of the Company’s staff, employees, and business relationships.

Requirements

Must be at least eighteen (18) years of age
Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future (e.g., OPT, CPT, H1B, EB-1,etc.)
Must have a valid, unrestricted drivers license
Must have a high school diploma or GED
Must have five (5) years of Technical Service Representative in marine experience
Must be able to travel at least 50%

Nice To Haves

Have AAMP CCI Level 1 certification
Have a NBPI - Marine Certification

Responsibilities

Ensure products being used by customers meet expectations
Ensure customer quality and service expectations are met
Eliminate or reduce customer complaints
Help achieve or exceed sales goals
Help achieve or exceed profitability goals
Help increase gallon growth
Communicate competitive information, new products and selling issues to Division Sales Management
Communicate extended product knowledge in division Industrial segments
Attend coatings seminars that are pertinent to Industrial Coatings sales/marketing
Manage product test runs at designated customer facilities
Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed
Maintain contact with laboratory on current technical issues
Assist with equipment installations and various line or equipment modifications/adjustments
Conduct technical training seminars at customers’ facilities
Evaluate product complaints and decide best way to resolve problem
Assist customers in preparing coatings specifications to meet product applications
Troubleshoot on-line technical problems such as correcting batches and formulation of products
Advise customers of product line changes and improvements
Maintain expertise in equipment use and surface preparation
Shade product batches using intermix system/phoenix system
Assist customers with product inventory control/re-ordering
Train customers on product knowledge and application methods
Evaluate product complaints and decide the best way to resolve the problem
Assist sales reps by preparing samples, panels, etc. for presentations
Coordinate technical service issues between SHW facilities and plants, sales reps and product service room
Maintain customer technical service issues on file for follow-up
Troubleshoot and resolve customer problems with spray equipment
Document and refer potential sales leads to appropriate sales rep
Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner
Providing on-site job start-up assistance with contractors
Projects located in TSR geographic area, but locations can be anywhere within the US
Conducting joint sales calls with dedicated flooring reps in TSR geographic area, but also anywhere within the US
Conducting internal training for dedicated reps in TSR geographic area, but also anywhere within the US
Conducting hands-on training for contractors in TSR geographic area, but also anywhere within the US
Providing technical assistance related to potential complaints in TSR geographic area, but also anywhere within the US
Attending industry trade shows in TSR geographic area, but also anywhere within the US
Providing technical assistance with industry testing procedures in TSR geographic area, but also anywhere within the US