Technical Service Representative II

Position Summary

The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, etc. and works to resolve complaints and issues in a timely manner.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, emails, etc., to give information on proper material selection, installation methods and supporting information.
• Investigate and settle customer complaints through Salesforce diplomatically and within authorized limits; place complaint settlement product orders or check requests.
• Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
• Follow up on requests from field representatives and distributors to establish contact between contractors and design teams.
• Coordinate and participate in job site visits.
• Update complaints in Salesforce as new information becomes available.
• Resolve complaints quickly and in a mutually beneficial manner.
• Help the Technical Service Supervisor ensure departmental procedures and adequate internal controls are followed.
• Assist the Supervisor with analysis of Technical Services activities and report trends and needs, as necessary.
• Support Technical Services training programs, as directed.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and marketing collateral.
• Represent Technical Services ISO quality system reviews and audits.
• Work to increase product and industry knowledge and become a subject‑matter expert.
• Participate in implementation or improvement initiatives associated with Technical Services.
• Help design and implement procedures and online tools for vendor‑supplied products.
• Work with Marketing to provide specifications, CAD details and BIM content to third‑party vendors for inclusion on their websites or specification‑generating tools.
• Create and update FAQs for inclusion on the website FAQ page.
• Help Dev Ops develop tools for the LATICRETE website for  and custom shower pans and drains to aid customers in choosing and ordering products.
• Enter information into Salesforce for new accounts, contacts and projects that are Technical Services generated.

• Minimum of 3 years experience in the construction industry.
• Minimum of 2 years of experience in Technical Services or comparable industry experience.
• Experience with Salesforce and JD Edwards preferred.
• Knowledge of architecture and construction methods a plus.
• Knowledge of LATICRETE product lines, applications, construction practices and materials a plus.
• High School Diploma (degree preferred).
• Strong interpersonal, written, and verbal communication skills.
• Computer skills: intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) and Outlook.
• Fluency in a second language preferred.
• Team cooperation; maintain a positive, cooperative attitude with all employees at LATICRETE and all customers (internal and external).

• Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Push/pull: must be able to push/pull 50 lbs.
• Stand: must be able to stand 20% of the day or more.
• Sitting: must be able to sit for 80% of the day or more.
• Twisting/bending: must be able to twist/bend 25% of the day.
• Squatting, climbing, and/or crawling: 10% of the day.

Must be able to travel up to 20%.

• Medical
• Dental
• Vision
• 401k
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending account
• Life Insurance, ADD, and Supplemental Insurance