Sr. Technical Service Representative

The Sherwin-Williams Company - Des Moines, Iowa

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status, or any other consideration prohibited by law or contract. VEVRAA Federal Contractor requesting priority referral of protected veterans.

JOB RESPONSIBILITIES:

Responsible for leading technical service for customers with multiple locations across North America between 10mm - 100mm in sales.

Manages multiple locations and technologies.

Will be technical lead for these customers.

Recruits, mentors and trains Technical Service Representatives to provide technical service, at customers individual locations, within large, multi-location Industrial Wood accounts.

Leadership and development of direct reports.

Develop and leverage multi-level client relationships with targeted strategic accounts to gain consensus on technical solutions and compel them to take action.

Ensure products being used by customers meet expectations.

Ensure customer quality and service expectations are met.

Eliminate or reduce customer complaints.

Help achieve or exceed sales goals.

Help achieve or exceed profitability goals. 

Help increase gallon growth.

Communicate competitive information, new products and selling issues to Industrial Wood Strategic Account Manager and Sales Director.

Communicate extended product knowledge in Wood segment.

Attend coatings seminars that are pertinent to Product Finishes Wood sales/marketing.

Manage product test runs at designated customer facilities.

Maintain contact with laboratory on current technical issues.

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

Evaluate product complaints and decide best way to resolve problem.

Assist customers in preparing paint specifications to meet product applications.

Troubleshoot on-line technical problems such as correcting batches and formulation of products.

Advise customers of product line changes and improvements.

Maintain expertise in equipment use and surface preparation.

Shade product batches using intermix system/Phoenix/Aurora system.

Assist customers with product inventory control/re-ordering.

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

Coordinate technical service issues between facilities, Strategic Account Managers and product service room.

Document and refer potential sale leads to appropriate Strategic Account Manager.

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

Other duties as assigned.

REQUIREMENTS:

 High school education or equivalent is required or prefer a bachelor’s degree in a business-related field.

Technical knowledge and/or experience in the paints and coatings industry.

Wood segment knowledge and/or experience.

At least 6 years in the field as Technical Services Rep.Ability to work all scheduled hours as needed.

Employee must have a valid driver’s license.
Employee may be required to retrieve material from shelves and floor stacks and lift and carry up to 100 lbs. on occasion.  
Employee will spend approximately 45% of the day sitting (due to driving). Employee must be able to drive a car or van, since a major portion of this position is traveling from site to site.
Must be able to tint paint, therefore, must be able to distinguish one or more chromatic colors.
Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required.
Employee must be able to operate a hand truck and/or material handling equipment.
Employee must be able to operate a computer and communicate via the telephone.
Must be legally authorized to work in country of employment without sponsorship for employment visa status.
Experience mentoring other Tech Service Reps.
Understanding of computers.  Able to work with documents in Word, Excel and Powerpoint.
Able to navigate through websites (SUGAR, Concur, GEMS, Connections).
Understanding of Lotus Notes/Email.
Hands-on troubleshooting experience.
Must be able to walk, write, and type on a frequent basis. 
Must be able to lift and carry up to _50___ pounds. 
Must be able to climb and descend stairs. 
Must be able to bend, carry, reach, push, and pull on an occasional basis.
 Must be able to communicate verbally and in writing. 
 May work indoors and outdoors as needed. Exposure to heat up to 120 degrees and cold to 0 degrees. 
May work in areas where noise level is such that hearing protection is required. 
May work in areas where toxic, flammable, and hazardous materials are present. 
May be exposed to varying amounts of dust and dirt. 
Work surfaces may include concrete. 
Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required. 
Employee must be able to operate a computer and communicate via telephone. 
Some travel to other locations, meetings and/or seminars is required.

PHYSICAL REQUIREMENTS:

Must be able to sit, stand, hear, and see on a constant basis.

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Posted: 30+ days ago

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