Technical Services Representative, Industrial Wood - Denver, CO

The Technical Services Representative (TSR) interacts with customer or Sherwin-Williams (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 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; is familiar with technical processes, business processes and current trends in the industry.

Additional Details:

• This position is a field position and will be expected to travel at least 50% of the time throughout Denver, CO and other areas as required
• 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
• 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. 
• Help achieve or exceed profitability goals. 
• Help increase gallon growth.
• 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 
• 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. 
• 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 
• 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 have at least one (1) year coatings experience
• Must have at least one (1) year of “meeting expectations” or better performance appraisals (INTERNAL ONLY)
• Must have at least one (1) year experience in Office Programs (Word, Excel, PowerPoint, Outlook, etc.)
• Must be able to travel as required by the position
• Must be able to pass a vision test
• Must be able to pass a respirator fit test
• Must be able to use a laptop or tablet
• Must be able to use a phone 
• Must have valid driver’s license and ability to drive company vehicle as part of duties if provided with one 

Preferred Qualifications:

• Have an Associate or Trade Degree or higher
• Have a Bachelor’s Degree or higher
• Have prior Industrial Coatings experience as Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager