Technical Service Representative
About The Position
The Technical Service Representative responds to customer inquiries by telephone or in writing about order status, product selection, order placement for standard products or services, complaints and returns, shortages, adjustments, expediting, and product literature. The role analyzes customer situations and takes appropriate action, coordinates with internal departments, vendors, and common carriers, follows up and prepares correspondence, and may process orders, issue credits, maintain customer records, and prepare quotations. It also troubleshoots finishing applications. Based in Mt Jackson, Virginia, the position provides technical support for wood finishing customers. Work includes formulating special colors, making minor application and curing improvements, preparing test panels, evaluating customer procedures and finished products, running tests, resolving complaints, monitoring finishing lines, and helping train finish-room personnel. The role requires safety leadership and adherence to company procedures and conduct standards. No relocation is offered.
Requirements
- 2–5 years of wood finishing experience.
- Knowledge of various finish application systems and good color-matching skills.
- Ability to read and comprehend instructions and safety guidelines.
- Ability to communicate professionally and effectively in writing or verbally with all levels of management, peers, and customers.
- Effective interpersonal and presentation skills.
- Ability to work independently, multitask, and balance priorities.
- Dedicated and committed safety leadership and presence.
- Analytical reasoning and problem-solving skills.
- Basic computer skills, including email and sending reports.
- Coaching, teaching, and decision-making skills.
- Ability to wear all required personal protective equipment at customer sites.
- Ability to stand or walk for long periods.
Responsibilities
- Follow established safety rules and procedures and adhere to the company’s Code of Conduct.
- Formulate special colors and make minor modifications to improve application and curing; prepare test panels.
- Evaluate customer procedures and finished products.
- Conduct test runs and resolve complaints.
- Solve problems and establish positive relationships with customers.
- Review and discuss activities with the sales manager.
- Report problems to customers and offer corrective action.
- Monitor finishing lines for adherence to established process controls.
- Check incoming materials and/or pre-ships for color and quality.
- Assist in training finish-room personnel and attend meetings related to finishing.
- Maintain materials and assist with ordering.
- Keep daily records of unusual variations on finishing lines.
- Respond to customer inquiries about orders, products, complaints, shortages, adjustments, expediting, and literature.
- Coordinate activities with internal departments, vendors, and common carriers; provide follow-up and correspondence.
- Process customer orders and issue credits as needed, maintain customer records, and prepare quotations for standard products or services.
- Troubleshoot problems with finishing applications.
Benefits
- 401(k) retirement savings with a 6% company match.
- Eligible for an annual bonus.
- Medical insurance with HSA.
- Dental, vision, life, and AD&D benefits.
- Generous vacation, sick, and holiday pay.
- Short- and long-term disability.
- Paid parental leave after one year.
- Career growth opportunities.
- Active Diversity & Inclusion Networks.
- Employee referral bonus.
- Employee appreciation days.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
