Technical Service Representative
About The Position
The Technical Service Representative responds to customer inquiries by phone or in writing about order status, product selection, standard product or service orders, complaints and returns, shortages and adjustments, expediting, and literature requests. The role analyzes customer situations and takes appropriate action, coordinating with internal departments, vendors, and carriers. Duties may include order processing, issuing credits, maintaining customer records, preparing quotations, troubleshooting finishing applications, and following up with customers. Based in Mt. Jackson, Virginia, with relocation offered, the representative supports wood-finishing customers through special-color formulation, application and curing improvements, test-panel preparation, procedure and finished-product evaluation, test runs, and complaint resolution. The role monitors finishing lines and process controls, checks incoming materials and pre-ships for color and quality, assists with training, maintains materials and records, and communicates problems and corrective actions to customers. The representative follows established safety rules and the company Code of Conduct.
Requirements
- Minimum of 2–5 years of wood-finishing experience.
- Knowledge of various finish-application systems and good color-matching skills.
- Ability to read and understand 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 commitment to 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 all 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.
- Attend meetings pertaining to finishing.
- Maintain materials and assist with ordering.
- Keep daily records of unusual variations on finishing lines.
- Respond to customer inquiries about orders, product selection, complaints, shortages, adjustments, expediting, and literature requests.
- Coordinate customer-related activities with internal departments, vendors, and common carriers; provide follow-up and correspondence.
- Process customer orders and issue credits as needed; maintain customer account records and prepare quotations for standard products or services.
- Troubleshoot finishing-application problems.
Benefits
- 401(k) retirement savings plan with 6% company match.
- Eligibility for annual bonus.
- Medical insurance with HSA.
- Dental, vision, life, and AD&D benefits.
- 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.
- Relocation offered.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
