Technical Services Representative, Industrial Wood - Denver, CO

Sherwin-Williams•Denver, CO

3d•Onsite

About The Position

The Technical Services Representative (TSR) interacts with customers or Sherwin-Williams (SHW) facilities by traveling to customer sites in person to provide product and application support and information. The role ensures the best technical service possible by answering customers' technical or scientific questions regarding product or service, operation, maintenance, application, and equipment. The TSR converses with customers to obtain information, identify problems, and provide technical assistance and solutions. This role liaises between technical, sales, and operations (plants and facilities). The TSR troubleshoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. They coordinate customers' service needs with other departments as required to ensure a customer-centric focus and resolve complaints about product and application, explaining how to use the product or service correctly. The TSR must be familiar with technical processes, business processes, and current trends in the industry. This position is a field position and will be expected to travel at least 50% of the time throughout Denver, CO and other areas as required. This position is also eligible for bonus, commissions, and long-term incentive compensation awards based on performance and subject to the terms of the Company’s applicable plans. 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
Must have a high school diploma or equivalent
Must have at least one (1) year coatings experience
Must have at least one (1) year of “meeting expectations” or better performance appraisals (INTERNAL ONLY)
Must have at least one (1) year experience in Office Programs (Word, Excel, PowerPoint, Outlook, etc.)
Must be able to travel as required by the position
Must be able to pass a vision test
Must be able to pass a respirator fit test
Must be able to use a laptop or tablet
Must be able to use a phone
Must have valid driver’s license and ability to drive company vehicle as part of duties if provided with one

Nice To Haves

Have an Associate or Trade Degree or higher
Have a Bachelor’s Degree or higher
Have prior Industrial Coatings experience as Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager

Responsibilities

Ensure customer product, equipment and service expectations are met
Carries out all core tasks with a focus on creating value proposition when able/applicable
Help achieve or exceed sales goals.
Help achieve or exceed profitability goals.
Help increase gallon growth.
Work with Tech Services team & other functions (e.g., Sales, R&D, etc.) to proactively eliminate or reduce customer complaints.
Be available to interact with and support customers, such as taking customer calls when there is an issue or participating in annual customer account plans
Position interfaces with cross functions related to incoming color QC, oversee color quality in production and new color developments which leads to elimination or reduction in customer complaints.
Position is responsible for training customers on use of color matching equipment and development of colors.
Recommend optimal product or service to customer to drive value selling of product and services
Perform customer line audits and line surveys
Maintain and upload accurate records of all demonstrations and line surveys
Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & SFDC logged entries.
Assist sales reps by preparing samples, panels, etc. for presentations.
Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.
Shade product batches or leverage local blending facilities to adjust product as needed.
Assist customers with set-up and implementation of products.
Evaluate product complaints and decide the best way to resolve the problem, including escalating to others/other teams as needed.
Familiarize self with all products & procedures, including product preparation & application
Maintain expertise in equipment use and surface preparation.
Execute product test runs at designated customer facilities.
Assist in color verification and field color formulations
Troubleshoot product quality issues that may occur and implement solutions
Troubleshoot on-line technical problems such as correcting batches and formulation of products.
Train customers on product knowledge.
Conduct technical training seminars at customers’ facilities.
Advise customers of product line changes and improvements.
Document and refer potential sales leads to appropriate sales rep.
Provide technical support for product demos as directed.
Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts
Maintain contact with laboratory on current technical issues.
Coordinate technical service issues between SHW facilities and plants, sales reps and product service room.
Implements procedures that will help the customer in avoiding issues or allow them to improve their process
If needed, assist customers with product inventory control/re-ordering.
Participate in Corporate initiatives and projects aimed at improving the Technical Services organization as needed
Maintains a high degree of professionalism and customer service orientation when interacting with customers
Other duties as assigned.