Senior Technical Services Project Specialist

Senior Technical Services Project Specialist

At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We've been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut's top family-owned companies in 2017!

We don't just make innovative, industry-leading products. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of our employees, our customers, our partners, and the global communities in which we operate.

We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then what are you waiting for? Join the family and expand your horizons!

Just some of our benefits:

• Medical
• Dental
• Vision
• 401k
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life Insurance, AD&D and Supplemental Insurance
• 1 week paid plant shutdown between the Christmas and New Year's Day holidays

The Senior Technical Services Project Specialist leads collaboration between internal and external resources focusing on optimizing our organization's Customer Experience to meet our customers' ever-changing needs. This position supports the Customer Experience (CX) groups (Technical Services, Customer Service, Digital Education and Quality Assurance) as well as the Sales and Marketing department. This role provides project support and coordination of Subject Matter Expert (SME) on a variety of projects.

Additional duties and responsibilities may be assigned, as necessary.

Project Coordination (40%):

• Collaboration partner between CX, marketing/sales, customers and other departments when needed, and continuously works on identifying new ideas with an outside-in perspective.
• Support our organization in creating and optimizing technology/web-based offerings and custom specification driven documents with a customer-based agenda.
• Prioritize and allocate work:
  Allocate manageable goals to employees to support company priorities and drive results. Clearly define to team-members project responsibilities and performance expectations for long- and short-term project plans. Set clear priorities for team and individuals, including appropriate allocation of resources (time, money, and people).
• Optimize existing processes and support future projects with CX resources.
• Identify strategic opportunities and Lead integration efforts of new project ideas.
• Assist with 3rd Party Architectural Sites Technical content, tasks, and lead distribution for North America and Canada. Working closely with Sales and Marketing.
• Project coordination and support for various corporate, departmental and Customer Experience continuous improvement initiatives. Projects to be executed in an agile method, working in iterations until complete.
• Facilitate internal analysis projects, to be used for continuous improvement. Aimed at streamlining internal operations to leaner methods and improving the bottom line.
• Support manufacturer and other externally driven outreach/partnership projects. Specification assistance, Architectural Details, External Support, etc.
• Maintain strong interface with other departments and make recommendations to management concerning staff and help drive process improvements.
• Participate in the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.
• Present at internal and external industry events, trainings, AIA's, job meetings, etc.

Team Project Management (10%):

• Build Team Culture:
  Consistently hold employees accountable for upholding the organization's values. Proactively supervise unhealthy conflict among employees and take steps to prevent escalation. Foster an open environment where employees feel able to provide constructive feedback and suggestions for improvement. Assist in building employee culture and maintain LATICRETE values and traditions throughout the company in conjunction with HR guidance within IDP (Individual Development Plan).
• Communicate and Motivate:
  Communicate regular business updates. Convey information in a clear and timely manner. Listen carefully to the views and opinions of peers and colleagues.

Customer Interactions (40%):

• Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat feature, emails, etc. to provide information on proper material selection, installation methods and supporting information.
• Work on the investigation and settlement of customer complaints as assigned through Customer Relationship Management system (CRM)…