Technical Support Representative

Shaw Industries•Washington, DC

1d•Remote

About The Position

Shaw Industries is seeking a Technical Support Representative to support its commercial and residential flooring businesses. The role combines hands-on flooring installation expertise with strong communication and interpersonal skills. It is a remote opportunity that requires an average of 60–80% travel to job sites during the week. The representative solves flooring and installation problems, supports business and sales activities, and provides technical guidance to customers and internal teams. The representative provides professional installation expertise across commercial and residential flooring products and environments. The role also involves field inspections, job-start support, training, test installations, and collaboration with research and development and corporate quality teams on new products. Shaw Industries is a wholly owned subsidiary of Berkshire Hathaway and a global supplier of flooring and specialty products to residential and commercial markets.

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 partners.
Ability to support sales by building credibility, asking effective questions, understanding customer needs, and communicating solutions professionally, confidently, and persuasively.
Leadership abilities, professionalism, and ability to maintain confidentiality regarding 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.
Willingness and ability to travel an average of 60–80% to job sites during the week.

Nice To Haves

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

Responsibilities

Provide expert, professional installation of commercial and residential flooring products and engage customers in applicable end-use environments.
Provide technical support to sales representatives on products, installation, and performance, and support business on job starts.
Inspect field project situations, analyze problems, offer 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 help customers and other resources resolve future issues.
Discuss advanced installation techniques in detail and explain and defend technical opinions verbally and in writing, including in difficult situations.
Support training efforts and sales events for customers and sales associates on products and installation methods.
Cross-train to develop product and installation knowledge across Shaw flooring products.
Train Level 1 and Level 2 Technical Representatives.
Plan and supervise test installations and assist Research and Development and corporate quality teams with new-product development.
Identify and recommend local resources that can support field service efforts where possible.
Schedule travel and coordinate appointments with customers.
Follow Shaw travel and departmental procedures and steward resources responsibly.