Technical Service Representative II
Listed on 2026-07-30
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Language/Bilingual
Technical Support
Position Summary
The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, and other communication channels. Responsibilities include resolving complaints, providing product support, and ensuring departmental procedures and internal controls are followed.
Essential Duties & ResponsibilitiesCustomer Interactions (80%) Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers. Resolve complaints through Salesforce, place orders or checks, coordinate technical support and training, follow up with field representatives, participate in job site visits, update Salesforce records, and assist the Technical Service Supervisor with analysis and reporting.
Internal Support (10%) Support training programs, create and update technical data sheets and advisories, review and approve technical literature and marketing collateral, represent Technical Services in ISO quality system reviews and audits, and develop subject matter expertise.
Special Projects, Housekeeping, and Assignments (10%) Participate in improvement initiatives, design procedures and online tools for vendor products, provide specifications and CAD/BIM content to vendors, create FAQs, support DEVOPS for e‑commerce tools, enter new accounts and projects into Salesforce, and update complaints data.
Skills & Qualifications
Minimum of 3 years experience in the construction industry, 2 years in Technical Services or a comparable field, knowledge of Salesforce, JD Edwards preferred, architecture and construction methods a plus, LATICRETE product lines and applications knowledge a plus.
Education:
High School Diploma (Degree preferred). Strong interpersonal, written, and verbal communication skills. Intermediate Microsoft Office proficiency, fluent in a second language preferred. Team cooperation and positive attitude required.
- Lifting and carrying 50 lbs. repeatedly.
- Pushing/pulling 50 lbs.
- Standing 20% of the day or more.
- Sitting 80% of the day or more.
- Twisting/bending 25% of the day.
- Squatting, climbing, and/or crawling 10% of the day.
Must be able to travel up to 20%.
Benefits- Medical
- Dental
- Vision
- 401(k)
- Tuition reimbursement
- 13 paid holidays in addition to paid vacation and sick time
- Flexible spending
- Life Insurance, AD&D and Supplemental Insurance
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