Technical Support Representative

Shaw • Bend, OR

3d • Remote

About The Position

Shaw Industries is seeking a Technical Support Representative to support its commercial and residential businesses. This remote role combines hands-on flooring installation expertise with strong communication and interpersonal skills and requires an average of 60–80% travel to job sites during the week. The representative provides technical support on flooring products, installation, and performance; supports sales representatives and job starts; inspects field projects; analyzes problems; recommends corrective actions; and may demonstrate solutions to customers. The role also involves preparing inspection reports and product reviews, using field situations as opportunities to train customers and other stakeholders, supporting customer and sales training events, and cross-training across flooring product categories.

The representative will plan and supervise test installations, assist research and development and corporate quality with new product development, identify local resources to support field service, and schedule travel and customer appointments. The position requires following Shaw travel and departmental procedures and responsibly managing resources. Work may take place at customer job sites and in a plant environment near automated equipment.

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 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, including standing, stooping, and/or sitting for extended periods.
• Ability to lift and carry up to 100 pounds.
• Ability to determine pattern repeats, color variations, and shade variations.
• Build trusting relationships, coach and support, influence others, deliver compelling communication, demonstrate good judgment, and plan and organize.

Nice To Haves

• Sheet goods, heat welding, and flash coving experience.
• Carpet installation experience and/or professional certifications.

Responsibilities

• Provide professional installation expertise for commercial and residential flooring products in applicable end-use environments.
• Support sales representatives on projects with technical guidance on products, installation, and performance.
• Support business on job starts.
• Inspect field projects, analyze problems, recommend corrective actions, and demonstrate solutions to customers when needed.
• Submit and file inspection reports, product reviews, and related documents promptly.
• Use field situations as training opportunities to help others resolve future issues.
• Discuss advanced installation techniques in detail and explain and defend recommendations verbally and in writing.
• Support training efforts and sales events for customers and sales associates on products and installation methods.
• Cross-train in flooring products and installation methods, and 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 support field service efforts.
• Schedule travel and coordinate customer appointments.
• Follow Shaw travel and departmental procedures and steward resources responsibly.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED