Technical Services Representative

The Technical Services Representative interacts with customer or SHW facility traveling in the field to sites in person to provide product and application support, information; ensures the best technical service possible. Answers customers' technical or scientific questions regarding product or service and operation or maintenance including application and equipment. Converses with customers to obtain information, identify problem, and provides technical assistance and solutions.

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. Coordinates customers' service needs with other departments as required to ensure customer centric focus. Resolve complaints about product and application, explains how to use product or service correctly. Is familiar with technical processes, business processes and current trends in the industry.

This Position will cover a territory of Western Michigan and Northern Indiana.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

• 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.
• Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & SFDC logged entries.
• Shade product batches or leverage local blending facilities to adjust product as needed.
• Assist customers with set-up and implementation of products.
• 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.
• 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.

Required:

• High School or GED Equivalent

Preferred:

• Associate or Trade Degree
• Bachelor's Degree

Required:

• 1-2 years of related experience
• 1+ years of "meeting expectations" or better performance appraisals

Preferred:

• Prior experience in one or more of the following areas:
  Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager