Technical Support Representative

Shaw Industries•Dalton, GA

1d•Remote

About The Position

Shaw Industries is seeking a Technical Support Representative to support its commercial and residential businesses. The role combines hands-on flooring installation experience with strong communication and interpersonal skills. It is a remote opportunity involving an average of 60–80% travel to job sites during the week. The representative provides technical expertise and field support for flooring products, installations, and performance, and helps solve problems for customers and internal teams. The position supports sales representatives and customers through project assistance, job starts, field inspections, training, and sales events. It also contributes to test installations and new-product development alongside Research and Development and Corporate Quality. The representative is expected to document field work promptly, help build customer and team capability, and coordinate travel and appointments while following Shaw’s travel and departmental procedures.

Requirements

High school diploma or GED.
At least 5 years of commercial flooring installation experience.
Extensive understanding of commercial and residential resilient flooring installation processes, methods, tools, and techniques.
Strong communication, presentation, and training skills, including the ability to translate technical information into practical guidance for customers, installers, sales personnel, general contractors, and internal business partners.
Ability to support sales efforts by building credibility, asking effective questions, understanding customer needs, and communicating solutions professionally, confidently, and persuasively.
Leadership abilities, professionalism, and the ability to maintain confidentiality of sensitive interdepartmental issues and proprietary information.
Self-motivation and good organizational and time-management skills.
Adaptability and willingness to accommodate sudden schedule changes.
Ability to travel by car and air unassisted.
Ability to work in a plant environment near automated equipment and to stand, stoop, and/or sit for extended periods.
Ability to lift and carry up to 100 pounds.
Ability to determine pattern repeats, color variations, and shade variations.
Ability and willingness to travel to job sites an average of 60–80% of the week.

Nice To Haves

Experience with sheet goods, heat welding, and flash coving.
Carpet installation experience and/or professional certifications.

Responsibilities

Provide professional installation expertise for commercial and residential flooring products and engage customers in applicable end-use environments.
Support sales representatives on projects with technical guidance concerning products, installation, and performance.
Support business on job starts.
Inspect field project situations, analyze problems, propose solutions, recommend corrective action, and demonstrate solutions to customers when needed.
Prepare and promptly submit or file inspection reports, product reviews, and related documents.
Use field situations as training opportunities to resolve current issues and help others address future issues.
Discuss advanced installation techniques in detail and defend recommendations verbally and in writing, including in difficult situations.
Support customer and sales-associate training and sales events on products and installation methods.
Cross-train in product and installation knowledge across flooring categories to support Shaw’s field services effort.
Train Level 1 and Level 2 Technical Representatives.
Plan and supervise test installations and assist Research and Development and Corporate Quality with new-product development.
Identify and recommend local resources that can assist field service efforts where possible.
Schedule travel and coordinate appointments with customers.
Follow Shaw travel and departmental procedures and steward resources responsibly.