Technical Support Representative

Shaw Industries • Dalton, GA

3d • 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 expertise with strong communication and interpersonal skills. It is a remote opportunity based in Washington State, Oregon, or Idaho, with an average of 60–80% travel to job sites during the week. The representative provides technical assistance on flooring products, installation, and performance; inspects field projects and recommends or demonstrates solutions; supports sales, training, and job starts; and contributes to product testing and development. The position requires a strong interest and ability in problem solving, flooring installation, floor preparation, and business travel.

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 by building credibility, asking effective questions, understanding customer needs, and communicating solutions professionally, confidently, and persuasively.
• Leadership abilities, professionalism, and discretion in handling 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.
• Competencies: build trusting relationships; coach and support; influence others; deliver compelling communication; demonstrate good judgment; plan and organize.

Nice To Haves

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

Responsibilities

• Demonstrate industry-leading expertise in commercial and residential flooring installation and engage professionally with customers in applicable end-use environments.
• Provide technical support to sales representatives on flooring products, installation, and performance, including support for project starts.
• Inspect field project situations, analyze problems, recommend corrective actions, and demonstrate solutions to customers when needed.
• Prepare and promptly submit inspection reports, product reviews, and related documentation.
• Use field situations as training opportunities to help customers and others resolve future issues.
• Discuss and explain advanced installation techniques 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 on product and installation knowledge across flooring products to support field services.
• 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.
• Schedule travel and coordinate appointments with customers.
• Follow Shaw travel and departmental procedures and use company resources responsibly.

What This Job Offers

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