Senior Technical Services Site Representative

The Site Technical Services Representative Senior interacts with customer or SHW facility onsite 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 Senior trouble shoots 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, and recommends procedural and process improvements. Is very familiar with and informs others of technical processes, business processes and current trends in the industry. May assist with onboarding and training new TSRs and Trainees.  Helps develop, implement, and provide others with helpful customer training materials and technical documentation.

Additional Details:

• This position is a field position and will be expected to travel at least 20% of the time, in and around Kinston, NC.
• 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.
• This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company’s applicable plans. 
• This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays.
• Full-time regular employees not covered by a collective bargaining agreement are eligible for:
  • 0-10 paid holidays throughout the calendar year, including 1 floating holiday
  • In the year of hire, 3-13 paid vacation days, prorated based on hire date, including a minimum of 3 frontloaded paid “flex” days which can be used for unplanned absences, such as sick days.
  • Non-exempt employees will accrue paid sick leave at an accrual rate of 1 hour per every 40 hours worked
  • Employees will accrue paid sick leave at a rate of 1 hour per every 30 hours worked 
  • 4 workweeks (on a 12-month rolling calendar period) of paid Military leave for employees who are absent from work due to service in the uniformed services
  • 5 days of paid Bereavement Leave following the death of an immediate family member and 3 days of paid Bereavement Leave following the death of any other family member
  • After one year of employment, two weeks of Paid Parental Leave following the birth, adoption, or placement of a foster child
     

• 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.

• Help achieve or exceed profitability goals.

• Help increase gallon growth.

• Position interfaces with cross functions related to incoming color QC, oversee color quality in production and new color developments which leads to elimination or reduction in customer complaints.
• Position is responsible for training customers on use of color matching equipment and development of colors.

• Work with Tech Services team & other functions (e.g., Sales, R&D, etc.) to proactively eliminate or reduce customer complaints.

• Be available to interact with and support customers, such as taking customer calls when there is an issue or participating in annual customer account plans

• Recommend optimal product or service to customer to drive value selling of product and services

• Perform customer line audits and line surveys

• Maintain and upload accurate records of all demonstrations and line surveys

• Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & SFDC logged entries.

• Assist sales reps by preparing samples, panels, etc. for presentations.

• Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.

• Shade product batches or leverage local blending facilities to adjust product as needed.

• Assist customers with set-up and implementation of products.

• Evaluate product complaints and decide the best way to resolve the problem, including escalating to others/other teams as needed.

• 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.

• Conduct technical training seminars at customers’ facilities.

• 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.

• Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts

• Maintain contact with laboratory on current technical issues.

• Coordinate technical service issues between SHW facilities and plants, sales reps and product service room.

• Implements procedures that will help the customer in avoiding issues or allow them to improve their process

• If needed, assist customers with product inventory control/re-ordering.

• Participate in Corporate initiatives and projects aimed at improving the Technical Services organization as needed

• Maintains a high degree of professionalism and customer service orientation when interacting with customers

• Act as key technical knowledge source by staying up to date on industry and product research and development.

• Troubleshoot and resolve customer problems with spray equipment.

• Train customers on application methods.

• Assist with equipment installations and various line or equipment modifications/adjustments.

• Creates procedures with a focus on value selling that will help the customer in avoiding issues or allow them to improve their process

• Attend coatings seminars that are pertinent to Industrial Coatings sales/marketing.

• Communicate competitive information, new products and selling issues to Division Sales Management.

• If needed, assist customers in preparing coatings specifications to meet product applications & ensures these specifications are met.

• Assist with onboarding and training new Tech Reps and Tech Rep Trainees as needed

• Able to approach and execute tasks with a continuous improvement mindset

• Other duties as assigned.

Minimum Requirements:

• Must be at least eighteen (18) years of age 
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must have a high school diploma or equivalent
• Must be able to travel as required by the position
• Must have at least three (3) years' experience in sales, technical services or related field
• Must have at least three (3) years of meeting expectations or better performance appraisals (internal only)
• Must be able to tint paint, therefore, must be able to distinguish one or more chromatic colors by passing a vision test
• Must be able to pass a respirator fit test
• Must have at least one (1) year experience with Microsoft Office Programs
• Must have valid driver's license and ability to drive company vehicle as part of duties if provided with one 
• Must have at least one (1) year experience in Salesforce

Preferred Qualifications:

• Have an Associate's degree or higher
• Have 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