Technical Services Representative, Industrial Wood - Fargo, ND

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 Information:

• This position requires up to 75% travel
• 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.
• 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.

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• 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…